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Exam Name : ITIL 4 Foundation
Vendor Name : ITIL
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ITIL-4-FOUNDATION test Format | ITIL-4-FOUNDATION Course Contents | ITIL-4-FOUNDATION Course Outline | ITIL-4-FOUNDATION test Syllabus | ITIL-4-FOUNDATION test Objectives

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled services, to provide them with an understanding of the common language and key concepts, and to show them how they can Boost their work and the work of their organization with ITIL 4 guidance. Furthermore, the qualification will provide the candidate with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working.
The ITIL 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall and understanding of the ITIL 4 service management framework, as described in the syllabus below, to be awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4 higher level qualifications, which assess the candidates ability to apply their understanding of the relevant parts of the ITIL framework in context.

Material allowed None This is a ‘closed book exam. The ITIL Foundation publication, ITIL 4 edition, should be used for study, but is NOT permitted to be used in the exam.
Exam duration : 60 minutes Candidates taking the test in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.
Number of marks : 40 marks There are 40 questions, each worth 1 mark. There is no negative marking.
Provisional Pass mark : 26 marks You will need to get 26 questions correct (65%) to pass the exam.
Level of thinking Blooms levels 1 & 2 “Blooms level” describes the type of thinking needed to answer the question. For Blooms level 1 questions, you need to recall information about the ITIL 4 service management framework. For Blooms 2 questions, you need to show understanding of these concepts.
Question types Classic, Negative, Missing word, & List
The questions are all ‘multiple choice.
For the ‘standard questions, you have a question and four answer options.
‘Negative questions are ‘standard question in which the stem is negatively worded. For the ‘missing word questions, there is a sentence with a word missing and you have to select the missing word from four options.
For the ‘list questions, there is a list of four statements and you have to select two correct statements from the list.

The table below gives a summary of the concepts that are tested in the exam, and the main parts of the manual in which these are described. The book references refer to the section stated, but not the subsections within that section, unless stated. The verb for each assessment criterion indicates the Blooms level (BL): ‘Recall/‘Define indicates Level 1 basic recall and recognition, ‘Describe/‘Explain, indicates Level 2 understanding/comprehension.

1.1 Recall the definition of:
a) Service
b) Utility
c) Warranty
d) Customer
e) User
f) Service management
g) Sponsor
1.2 Describe the key concepts of creating value with services:
a) Cost
b) Value
c) Organization
d) Outcome
e) Output
f) Risk
g) Utility
h) Warranty
1.3 Describe the key concepts of service relationships:
a) Service offering
b) Service relationship management
c) Service provision
d) Service consumption
2.1 Describe the nature, use and interaction of the guiding principles
2.2 Explain the use of the guiding principles (4.3):
a) Focus on value (4.3.1 –
b) Start where you are (4.3.2 –
c) Progress iteratively with feedback (4.3.3 –
d) Collaborate and promote visibility (4.3.4 –
e) Think and work holistically (4.3.5 –
f) Keep it simple and practical (4.3.6 –
g) Optimize and automate (4.3.7 –
3.1 Describe the four dimensions of service management (3):
a) Organizations and people (3.1)
b) Information and technology (3.2)
c) Partners and suppliers (3.3)
d) Value streams and processes (3.4-3.4.2)
4.1 Describe the ITIL service value system (4.1)
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)
5.2 Describe the purpose of each value chain activity:
a) Plan
b) Improve
c) Engage
d) Design & transition
e) Obtain/build
f) Deliver & support
6.1 Recall the purpose of the following ITIL practices:
a) Information security management (5.1.3)
b) Relationship management (5.1.9)
c) provider management (5.1.13)
d) IT asset management (5.2.6)
e) Monitoring and event management (5.2.7)
f) Release management (5.2.9)
g) Service configuration management (5.2.11)
h) Deployment management (5.3.1)
i) Continual improvement (5.1.2)
j) Change enablement (5.2.4)
k) Incident management (5.2.5)
l) Problem management (5.2.8)
m) Service request management (5.2.16)
n) Service desk (5.2.14)
o) Service level management (5.2.15)
6.2 Recall definitions of the following ITIL terms:
a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Known error
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
a) Continual improvement (5.1.2) including:
- The continual improvement model (4.6, fig 4.3)
b) Change enablement (5.2.4)
c) Incident management (5.2.5)
d) Problem management (5.2.8)
e) Service request management (5.2.16)
f) Service desk (5.2.14)
g) Service level management (5.2.15 –

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ITIL ITIL answers

ITIL certification e book: charges, requirements, levels, and paths | ITIL-4-FOUNDATION Study Guide and Practice Questions

The IT Infrastructure Library (ITIL) presents most beneficial practices for delivering IT capabilities the use of a scientific strategy to IT carrier management (ITSM). ITIL certification is close the right of well-nigh every list of have to-have IT certifications, and for good motive. As an IT administration framework, ITIL can assist agencies control risk, enhance customer relations, set up in your price range practices, and construct a reliable IT atmosphere that permits for boom, scale, and change.

The ITIL four become up-to-date through Axelos in February 2019 to encompass a much better emphasis on retaining agility, flexibility, and innovation in ITSM, whereas still assisting legacy networks and systems. As of 2021, ITIL 4 has been totally rolled out and Axelos introduced plans to discontinue ITIL three fully with the aid of the beginning of 2022.

these with an authority level ITIL three certification qualify for the transition module and examination that will get you as much as speed and licensed in ITIL four. For these without an expert stage certification, credit from ITIL three modules and examinations will transfer to the ITIL four certification scheme.

ITIL four certification paths

The ITIL four certification scheme has been streamlined to present two leading designation paths with seven modules total between each certifications. you're going to progress from the groundwork level to either the Managing professional (MP) or Strategic leader (SL) paths. you can cease at both course, or in case you choose to finished both paths, you’ll be eligible to earn the ITIL master designation.

ITIL foundation

No matter which direction you select, you’ll first need to flow the ITIL foundation module, an entry-degree certification that covers the basics of ITIL 4. Candidates for the ITIL 4 basis test should have a primary realizing of creating useful products and services for customers and stakeholders, the fundamental concepts of ITIL four, the four dimensions of service management, ultimate practices of ITIL four, and key concepts of Lean, agile, and DevOps.

The ITIL groundwork direction takes place in a lecture room over two and a half days. on the end of the direction, you’ll take a one-hour test consisting of 40 multiple-alternative questions and should need 26 relevant solutions to flow. classes are offered through accepted practising corporations and may be discovered on the Axelos website. you could also decide to self-analyze the use of practice exams and other fabric from Axelos or third-birthday celebration providers.

ITIL Managing knowledgeable (MP)

The ITIL MP certification is for IT practitioners who work with technology and digital groups throughout the firm. It covers the skills fundamental for operating IT projects, groups, and workflows the use of practical and technical abilities. To comprehensive the ITIL MP certification, you’ll deserve to move a sequence of test modules:

  • ITIL expert Create convey & aid: This module covers core carrier management suggestions, carrier efficiency, and repair nice and growth strategies. it is aimed toward ITSM practitioners accountable for conclusion-to-end birth of IT features and products.
  • ITIL specialist power Stakeholder price: This module covers engagement and interactions amongst valued clientele, clients, suppliers, and partners with the carrier company. You’ll cowl SLA design, multi-agency management, communication, relationship administration, CX and UX design, and consumer event mapping.
  • ITIL professional high velocity IT: in this module you'll learn the way to integrate methodologies equivalent to agile and Lean with different technical knowledge, together with cloud, automation, and computerized checking out, to deliver quick beginning of products and capabilities.
  • ITIL Strategist Direct Plan & enrich: The fourth module covers the useful skills essential to “create a studying and enhancing IT company with a robust and valuable strategic path.” You’ll focus on leveraging agile and Lean to plan and deliver persistent improvements quickly.
  • ITIL Strategic chief (SL)

    The ITIL SL certification is for all digitally enabled features in the firm, not simply IT operations. This certification focuses on how it influences and informs enterprise method. To earn your ITIL SL certification, you’ll need to circulate two examination modules:

  • ITIL Strategist Direct Plan & increase: this is the same module as offered within the MP certification, masking the integral competencies to create a “gaining knowledge of and enhancing” IT company. it is considered a popular module for both paths since it’s designed for “managers of all ranges involved in shaping path and approach or establishing a perpetually improving crew.”
  • ITIL leader Digital & IT method: within the 2nd module, you’ll find out how to align business and IT approach and how to handle disruptive technologies. It covers subject matters equivalent to a way to remain competitive in a quick-changing market, conserving flexible and adaptable environments, and the way to quite simply construct and put in force a hit IT and digital concepts.
  • ITIL grasp

    if you comprehensive all modules required for each the MP and SL certification paths, you’ll qualify for the ITIL master designation. To develop into an ITIL grasp you want as a minimum five years’ adventure working in ITSM in a leadership, management, or advisory level.

    The ITIL grasp designation requires a robust background in ITSM and wide palms-on event working with ITIL, however there isn't any practising path or fastened syllabus. You’ll be proven on a situation of your picking, so the fabric should be personal to your event. The certification requires fingers-on experience, and you need to “justify how you have in my view chosen and utilized quite a number talents, principles, methods, and thoughts from the ITIL framework and helping management suggestions to obtain desired company effects,” based on Axelos.

    ITIL 3 certification compatibility

    ITIL 4 is backwards suitable with ITIL three — courses included in the ITIL 3 scheme were assigned a credit score cost according to its level of ITIL content, so they stay useful to your expert schooling. these with 17 or greater credit, or candidates who earned the ITIL professional certification under ITIL 3, can be eligible for the ITIL 4 Managing skilled Transition module and examination. This five-day path will get you up to pace on ITIL four and set you on the course to earn the up to date ITIL Managing skilled (MP) designation.

    The transition examination, titled Boost to ITIL 4 basis, will be obtainable unless June 2022. if you don't complete the test through that date, you are going to deserve to beginning the ITIL 4 certification method from the beginning.

    in case you need to discover extra about how your ITIL 3 certifications will switch to the ITIL four certification scheme, Axelos presents suggested routes for candidates during this place.

    ITIL certification training

    if you are time-honored with ITIL 4 and think comfy self-studying for the exam, which you can down load examine materials and observe exams via Axelos’ web page. agencies can also opt to have ITIL trainers come educate individuals on the firm and get licensed in-condominium.

    in case you’re new to ITIL or want a refresher, authorised practicing suppliers can be found throughout the Axelos site. a few organizations present practicing and courses both online and in adult. companies that offer self-paced gaining knowledge of, online path, hybrid courses, and flexible researching paths include:

  • Beyond20
  • world skills
  • respectable E-getting to know
  • ITSM Academy
  • LearningTree
  • purple Elephant
  • SimpliLearn
  • Stanford school IT
  • Udemy
  • ITIL certification profits

    The ITIL four certification can raise your earning vigour in a few positions. these in crucial positions the usage of ITIL four earn an ordinary annual profits of $99,000 per yr, in keeping with facts from PayScale.

    PayScale additionally presents information on how an ITIL 4 certification can raise revenue across several selected IT positions:

    place commonplace profits CIO $188,388 VP of IT $164,211 IT director $136,004 IT supervisor $102,535 carrier beginning manager $100,039 IT challenge supervisor $ninety six,377 IT company analyst $seventy two,852 ITIL certification charge

    Registration prices for ITIL three and ITIL 4 checks fluctuate with the aid of place, starting from round $a hundred and fifty to $500. while that you could self-examine for ITIL tests, coursework is strongly informed, and fees for courses, even if achieved online or in a school room atmosphere, vary by way of region and institute. training can run from $500 for an internet direction to smartly over $1,000 for classroom-based mostly intensive guide, and training may additionally or may additionally not include test registration fees.

    ITIL resources

    along with ITIL four, Axelos has launched My ITIL, an online networking useful resource that connects candidates with publications, tools, templates, and insights from business leaders. one year’s subscription to My ITIL is covered with your ITIL basis examination and gives you access to materials and content material vital to your ITIL training, reminiscent of:

  • ITIL publications and templates
  • White papers
  • CPD tools for professional development planning
  • Digital badge in your ITIL groundwork certificate
  • Copyright © 2021 IDG Communications, Inc.

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