ITIL® 4 Foundation level Practice Exam

The ITIL® 4 Foundation level certification is an entry-level qualification that provides a comprehensive introduction to the ITIL framework and its key concepts related to IT service management (ITSM). This certification focuses on the service value system (SVS), the four dimensions of service management, and the guiding principles that enable organizations to create value through effective service delivery. It is designed for professionals seeking to understand how ITIL can enhance their work and improve the alignment of IT services with business objectives.
Why is ITIL® 4 Foundation level important?

• Establishes a foundational understanding of ITIL principles and practices.
• Enhances career prospects in IT service management roles.
• Facilitates the adoption of a service-oriented approach within organizations.
• Provides a common language for IT service management professionals.
• Supports the implementation of best practices to improve service quality.
• Aids in understanding how ITIL can integrate with other methodologies, such as Agile and DevOps.

Who should take the ITIL® 4 Foundation level Exam?

• IT Service Desk Agent
• IT Support Analyst
• IT Operations Manager
• Change Coordinator
• Service Delivery Manager
• Incident Manager
• Problem Manager
• IT Project Manager
• Business Relationship Manager
• Service Owner

Skills Evaluated

Candidates taking the certification exam on the ITIL® 4 Foundation level is evaluated for the following skills:

• Understanding of key ITIL concepts and terminology.
• Ability to explain the service value system (SVS) and service value chain.
• Knowledge of the four dimensions of service management.
• Familiarity with the guiding principles of ITIL.
• Capacity to identify and understand various ITIL practices.
• Basic comprehension of how to apply ITIL concepts in real-world scenarios.

ITIL® 4 Foundation level Certification Course Outline
The ITIL® 4 Foundation level Certification covers the following topics -

Module 1. Understand the key concepts of service management

1.1 Recall the definition of: Service, Utility, Warranty, Customer, User, Service management, Sponsor

1.2 Describe the key concepts of creating value with services: Cost, Value, Organization, Outcome, Output, Risk, Utility, Warranty

1.3 Describe the key concepts of service relationships: Service offering, Service relationship management, Service provision, Service consumption

Module 2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management

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

2.2 Explain the use of the guiding principles: Focus on value , Start where you are, Progress iteratively with feedback , Collaborate and promote visibility , Think and work holistically , Keep it simple and practical , Optimize and automate

Module 3. Understand the four dimensions of service management

3.1 Describe the four dimensions of service management: Organizations and people, Information and technology, Partners and suppliers, Value streams and processes

Module 4. Understand the purpose and components of the ITIL service value system

4.1 Describe the ITIL service value system

Module 5. Understand the activities of the service value chain, and how they interconnect

5.1 Describe the interconnected nature of the service value chain and how this supports value streams

5.2 Describe the purpose of each value chain activity: Plan, Improve, Engage, Design & transition, Obtain/build, Deliver & support

Module 6. Know the purpose and key terms of 15 ITIL practices

6.1 Recall the purpose of the following ITIL practices: Information security management , Relationship management , Supplier management , IT asset management , Monitoring and event management , Release management , Service configuration management , Deployment management , Continual improvement, Change enablement, Incident management , Problem management, Service request management, Service desk, Service level management

6.2 Recall definitions of the following ITIL terms: IT asset, Event, Configuration item, Change, Incident, Problem, Known error

Module 7. Understand 7 ITIL practices

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain: Continual improvement including:- The continual improvement model, Change enablement , Incident management , Problem management , Service request management , Service desk , Service level management