1
ITIL 4 Foundation EXAM IT service
management (ITSM) LATEST UPDATED
VERSION QUESTIONS AND VERIFIED
CORRECT ANSWERS JUST RELEASED
ITIL 4 Foundation - (ANSWER)The purpose of the ITIL 4 Foundation publication is
to introduce readers to the management of the modern IT-enabled services,
provide them with an understanding of the common language and key concepts
and show them how they can improve their work and the work of their
organization with ITIL 4 guidance.
Service Management - (ANSWER)Service management is defined as a set of
specialized organizational capabilities for enabling value to customers in the form
of services.
Value - (ANSWER)Value is the perceived benefits, usefulness and importance of
something.
Value Creation - (ANSWER)Value is co-created through an active collaboration
between providers and consumers, as well as other organizations that are part of
the relevant service relationships.
Service Providers - (ANSWER)Organizations who deliver services are referred to
as service providers.
, 2
Service Consumers - (ANSWER)Those to whom services are delivered are referred
to as service consumers.
Organizations - (ANSWER)An organization is a person or a group of people that
has its own functions with responsibilities, authorities and relationships to
achieve its objectives.
Customer - (ANSWER)A person who defines requirements for services and takes
responsibility for outcomes from service consumption.
User - (ANSWER)A person who uses services.
Exam Duration - (ANSWER)60 minutes.
Extra Time for Non-Native Language - (ANSWER)Candidates taking the exam in a
language that is not in their native or working language may be awarded 25%
extra time, i.e. 75 minutes in total.
Number of Questions - (ANSWER)40 questions, each question is worth 1 mark.
Question Types - (ANSWER)'standard', 'missing word', 'list' (2 correct items), and
very rarely, 'negative' ('what is NOT...').
Pass Mark - (ANSWER)65% or higher (26 marks or above).
, 3
Bloom's Level 1 - (ANSWER)9 questions at Bloom's Level 1 (Recall) = 22.5%.
Bloom's Level 2 - (ANSWER)31 questions at Bloom's Level 2 (Understand,
Describe, Explain) = 77.5%.
Discounted Voucher - (ANSWER)You can purchase a discounted voucher at Dion
Training's website to save $50 off the price of your exam voucher.
Nature of Value - (ANSWER)Developing the specialized organizational capabilities
requires an understanding of the nature of value.
Stakeholders - (ANSWER)Developing the specialized organizational capabilities
requires an understanding of the nature and scope of the stakeholders involved.
Value Creation through Services - (ANSWER)Developing the specialized
organizational capabilities requires an understanding of how value creation is
enabled through services.
Complexity of Organizations - (ANSWER)Organizations vary in size and
complexity, and in their relation to legal entities - from a single person or a team,
to a complex network of legal entities united by common objectives, relationships
and authorities.
, 4
Example of Service Provider - (ANSWER)IT department acting as a service
provider within a wide business organization.
Sponsor - (ANSWER)A person who authorizes the budget for service
consumption.
Stakeholders in Value - (ANSWER)Beyond the consumer and provider roles, there
are usually many other stakeholders that are important to value creation.
Service - (ANSWER)A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having to
manage specific costs and risks.
Product - (ANSWER)A configuration of resources, created by the organization,
that will be potentially valuable for their customers.
Service Offering - (ANSWER)A description of one or more services, designed to
address the needs of a target consumer group. A service offering may include
goods, access to resources, and service actions.
Goods - (ANSWER)Ownership is transferred to the consumer, and the consumer
takes responsibility for future use.
Access to Resources - (ANSWER)Ownership is not transferred to the consumer;
access is granted/licensed under agreed terms or conditions.
ITIL 4 Foundation EXAM IT service
management (ITSM) LATEST UPDATED
VERSION QUESTIONS AND VERIFIED
CORRECT ANSWERS JUST RELEASED
ITIL 4 Foundation - (ANSWER)The purpose of the ITIL 4 Foundation publication is
to introduce readers to the management of the modern IT-enabled services,
provide them with an understanding of the common language and key concepts
and show them how they can improve their work and the work of their
organization with ITIL 4 guidance.
Service Management - (ANSWER)Service management is defined as a set of
specialized organizational capabilities for enabling value to customers in the form
of services.
Value - (ANSWER)Value is the perceived benefits, usefulness and importance of
something.
Value Creation - (ANSWER)Value is co-created through an active collaboration
between providers and consumers, as well as other organizations that are part of
the relevant service relationships.
Service Providers - (ANSWER)Organizations who deliver services are referred to
as service providers.
, 2
Service Consumers - (ANSWER)Those to whom services are delivered are referred
to as service consumers.
Organizations - (ANSWER)An organization is a person or a group of people that
has its own functions with responsibilities, authorities and relationships to
achieve its objectives.
Customer - (ANSWER)A person who defines requirements for services and takes
responsibility for outcomes from service consumption.
User - (ANSWER)A person who uses services.
Exam Duration - (ANSWER)60 minutes.
Extra Time for Non-Native Language - (ANSWER)Candidates taking the exam in a
language that is not in their native or working language may be awarded 25%
extra time, i.e. 75 minutes in total.
Number of Questions - (ANSWER)40 questions, each question is worth 1 mark.
Question Types - (ANSWER)'standard', 'missing word', 'list' (2 correct items), and
very rarely, 'negative' ('what is NOT...').
Pass Mark - (ANSWER)65% or higher (26 marks or above).
, 3
Bloom's Level 1 - (ANSWER)9 questions at Bloom's Level 1 (Recall) = 22.5%.
Bloom's Level 2 - (ANSWER)31 questions at Bloom's Level 2 (Understand,
Describe, Explain) = 77.5%.
Discounted Voucher - (ANSWER)You can purchase a discounted voucher at Dion
Training's website to save $50 off the price of your exam voucher.
Nature of Value - (ANSWER)Developing the specialized organizational capabilities
requires an understanding of the nature of value.
Stakeholders - (ANSWER)Developing the specialized organizational capabilities
requires an understanding of the nature and scope of the stakeholders involved.
Value Creation through Services - (ANSWER)Developing the specialized
organizational capabilities requires an understanding of how value creation is
enabled through services.
Complexity of Organizations - (ANSWER)Organizations vary in size and
complexity, and in their relation to legal entities - from a single person or a team,
to a complex network of legal entities united by common objectives, relationships
and authorities.
, 4
Example of Service Provider - (ANSWER)IT department acting as a service
provider within a wide business organization.
Sponsor - (ANSWER)A person who authorizes the budget for service
consumption.
Stakeholders in Value - (ANSWER)Beyond the consumer and provider roles, there
are usually many other stakeholders that are important to value creation.
Service - (ANSWER)A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having to
manage specific costs and risks.
Product - (ANSWER)A configuration of resources, created by the organization,
that will be potentially valuable for their customers.
Service Offering - (ANSWER)A description of one or more services, designed to
address the needs of a target consumer group. A service offering may include
goods, access to resources, and service actions.
Goods - (ANSWER)Ownership is transferred to the consumer, and the consumer
takes responsibility for future use.
Access to Resources - (ANSWER)Ownership is not transferred to the consumer;
access is granted/licensed under agreed terms or conditions.
