ITIL® 4 Foundation level Practice Exam

ITIL® 4 Foundation level

About ITIL 4 Foundation Certification 

The ITIL 4 Foundation exam has been developed to introduce end-to-end operating model for building, delivery and continual improvement of technology-enabled products and services.

Who should take the exam?

The ITIL 4 Foundation exam is suitable for

• Candidates who needs to understand the key concepts of IT and digital service delivery
• Candidates interested in helping their organization embrace the new service management culture
• Professionals at the start of their ITIL 4 journey
• Candidate looking to update their existing ITIL knowledge.

Skills Acquired

• Learn the operation of modern IT and digital service organizations
• Learn about value streams increase speed and efficiency
• Learn about cultural or behavioural principles guide work that benefits the wider organization
• Learn to use commonly-used service management terms and concepts

Exam Prerequisites

There is no requirement expected to take the exam.

*Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years. 

Exam Structure

The ITIL® 4 Foundation level exam covers the following topics - 

Domain 1. Learn the key concepts of service management

1.1 Explain the definition of:

• Service
• Utility
• Warranty
• Customer
• User
• Service management
• Sponsor

1.2 Explain the key concepts of creating value with services:

• Cost
• Value
• Organization
• Outcome
• Output
• Risk
• Utility
• Warranty

1.3 Explain the key concepts of service relationships:

• Service offering
• Service relationship management
• Service provision
• Service consumption

Domain 2 - Learn how the ITIL guiding principles can help an organization adopt and adapt service management

2.1 Explain the nature, use and interaction of the guiding principles

2.2 Explain the use of the guiding principles (4.3):

• Focus on value (4.3.1 – 4.3.1.4)
• Start where you are (4.3.2 – 4.3.2.3)
• Progress iteratively with feedback (4.3.3 – 4.3.3.3)
• Collaborate and promote visibility (4.3.4 – 4.3.4.4)
• Think and work holistically (4.3.5 – 4.3.5.1)
• Keep it simple and practical (4.3.6 – 4.3.6.3)
• Optimize and automate (4.3.7 – 4.3.7.3)

3.1 Explain the four dimensions of service management (3):

• Organizations and people (3.1)
• Information and technology (3.2)
• Partners and suppliers (3.3)
• Value streams and processes (3.4-3.4.2)

Domain 4 - Learn the objective and components of the ITIL service value system

4.1 Explain the ITIL service value system (4.1)

Domain 5 - Learn the activities of the service value chain, and how they interconnect

5.1 Explain the interconnected nature of the service value chain and how this supports value streams (4.5)

5.2 Explain the purpose of each value chain activity:

• Plan
• Improve
• Engage
• Design & transition
• Obtain/build
• Deliver & support

Domain 6 - Learn the purpose and key terms of 15 ITIL practices

6.1 Explain and Recall the purpose of the following ITIL practices:

• Information security management (5.1.3)
• Relationship management (5.1.9)
• Supplier management (5.1.13)
• IT asset management (5.2.6)
• Monitoring and event management (5.2.7)
• Release management (5.2.9)
• Service configuration management (5.2.11)
• Deployment management (5.3.1)
• Continual improvement (5.1.2)
• Change enablement (5.2.4)
• Incident management (5.2.5)
• Problem management (5.2.8)
• Service request management (5.2.16)
• Service desk (5.2.14)
• Service level management (5.2.15)

6.2 Explain definitions of the following ITIL terms:

• IT asset
• Event
• Configuration item
• Change
• Incident
• Problem
• Known error

Domain 7 - Learn the 7 ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

• Continual improvement (5.1.2) including - The continual improvement model (4.6, fig 4.3)
• Change enablement (5.2.4)
• Incident management (5.2.5)
• Problem management (5.2.8)
• Service request management (5.2.16)
• Service desk (5.2.14)
• Service level management (5.2.15 – 5.2.15.1)

Exam Pattern 

• Exam Name: ITIL 4 Foundation Level 
• Total Questions: 40
• Length of Time: 60 Minutes
• Passing Score: 26/40 (65% and above)
• Closed Book Exam

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What are our Practice Exams?

• Practice exams have been designed by professionals and domain experts that simulate real time exam scenario.
• Practice exam questions have been created on the basis of content outlined in the official documentation.
• Each set in the practice exam contains unique questions built with the intent to provide real-time experience to the candidates as well as gain more confidence during exam preparation.
• Practice exams help to self-evaluate against the exam content and work towards building strength to clear the exam.
• You can also create your own practice exam based on your choice and preference 

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