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PeopleCert ITIL-4-Foundation Exam

Certification Provider: PeopleCert
Exam Name: ITIL 4 Foundation
Duration: 60 Minutes
Number of questions in our database: 532
Exam Version: Nov. 30, 2023
ITIL-4-Foundation Exam Official Topics:
  • Topic 1: A Holistic Approach To The Facilitation Of Co-Creation Of Value With Customers And Other Stakeholders In The Form Of Products And Services
  • Topic 2: The Guiding Principles Of ITIL 4/ The Four Dimensions Of Service Management
  • Topic 3: Key Concepts From Lean, Agile, Devops, And Why These Are Important To Deliver Business Value
  • Topic 4: How ITIL Practices Described In ITIL 4 Will Maintain The Value And Importance Provided By The Current ITIL Processes
  • Topic 5: Whilst At The Same Time Expand To Be Integrated To Different Areas Of Service Management And IT, From Demand To Value

Free PeopleCert ITIL-4-Foundation Exam Actual Questions

The questions for ITIL-4-Foundation were last updated On Nov. 30, 2023

Question #2

Which activity is NOT recommended by the start where you are' guiding principle?

Reveal Solution Hide Solution
Correct Answer: D

Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.

Not only is this approach less wasteful than starting from scratch -- because it preserves value that you already have -- but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.

Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.

https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions


Question #3

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Reveal Solution Hide Solution
Correct Answer: D

A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

Service requests and their fulfilment should be standardized and automated to the greatest degree possible.

Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.

The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.

Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

https://www.bmc.com/blogs/itil-service-request-management/


Question #4

Which activity is NOT recommended by the start where you are' guiding principle?

Reveal Solution Hide Solution
Correct Answer: D

Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.

Not only is this approach less wasteful than starting from scratch -- because it preserves value that you already have -- but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.

Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.

https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions


Question #5

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Reveal Solution Hide Solution
Correct Answer: D

A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

Service requests and their fulfilment should be standardized and automated to the greatest degree possible.

Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.

The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.

Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

https://www.bmc.com/blogs/itil-service-request-management/



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