Introduction
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 improve 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 candidate’s ability to apply their understanding of the relevant parts of the ITIL framework in context.

ITIL® 4 Foundation Exam voucher
The ITIL 4 Foundation Exam voucher is for a PeopleCert take anywhere online exam. This voucher allows you to sit for the online ITIL 4 Foundation certification exam.

When you are ready, you redeem the voucher to take the exam online using your computer (this is done online). Directions for redeeming the voucher are provided with the voucher. PeopleCert exams are live proctored using your web cam. After you have registered, and redeemed the voucher, you will need to make an appointment with PeopleCert to take the exam.

IMPORTANT: This exam voucher is for an online exam, not for sitting the exam at a local test center.
The Take2 re-sit option

The Take2 re-sit option is now available to you when ordering your exam vouchers! The Take2 re-sit exam option is a new program for those who want a little insurance heading into their exam session. In the event that your first attempt is unsuccessful, you will receive a Take2 Re-sit Option exam voucher from PeopleCert for your online proctored, take anywhere retake exam. This option MUST be purchased in conjunction with an exam voucher. With the Take2 re-sit option, you are buying:

Peace of mind, gives you the chance to retake a demanding exam
Plenty of time to prepare, gives you up to 6 months from the date of the initial exam, to ensure that you have all the time you need to get ready
Convenience, lets you schedule the re-sit exam online, when it best suits you and you take the exam online from the comfort of your home or office

Please note, the Take2 re-sit option is not transferable, non-refundable, and cannot be redeemed for cash or credit, even if it is not used.

Scheduling Your Exam
When you are ready, you register as a student on the PeopleCert site and then you login and redeem the voucher to take the exam on your computer (this is done online). Directions for registering as a student and redeeming the voucher are provided with the voucher code. PeopleCert exams are live proctored using your web cam. After you have registered and redeemed the voucher, you will need to make an appointment with PeopleCert to take the exam.

Prerequisites for the ITIL 4 Foundation Exam
None. Familiarity with IT terminology and IT-related work experience are highly recommended as is ITIL 4 Foundation training. For more information on available ITIL 4 Foundation training, see the PassionIT Group ITIL 4 Foundation Training page. For more information on available training aids to prepare for the exam, see the PassionIT Group Book Catalog.

Note: Exam orders may take up to one business day to process. In the event that you have not received your Exam voucher after one business day, check your email spam and junk folders to ensure that the email has not been redirected there. If your Exam voucher has not arrived within one business day, please contact us and let us know.

QUESTION 1
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value

Answer: C

QUESTION 2
Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management
B. Problem management
C. Service level management
D. Change control

Answer: D

QUESTION 3
When should a full risk assessment and authorization be carried out for a standard change?

A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested

Answer: B

QUESTION 4
Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation

Answer: B

QUESTION 5
Which practice coordinates the classification, ownership and communication of service requests and incidents?

A. Supplier management
B. Service desk
C. Problem management
D. Relationship management

Answer: B

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