ITIL-4-FOUNDATION ITIL 4 Foundation Exam

Course Description
The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM). The focus of a business should move from simply managing the company’s IT to making IT truly productive by helping the business achieve its strategic goals. ITIL certification helps organizations fulfill this goal by providing guidelines for establishing governance standards and enhancing the alignment between business and its IT processes.

Audience: ITIL certification is most suited for IT Managers, System Analysts, Quality Analysts, System Administrators, Operations Managers, and Database Administrators.

Course Objectives
Understand and implement IT Service Management best practices, key concepts, principles, and process models required for clearing the ITIL Foundation certification exam
Gain understanding of scope, purpose, and objective of, service strategy, service transition, service design, service operations, and Continual Service Improvement
Apply ITIL concepts, tools and techniques to improve effectiveness and efficiency of business for optimizing customer experience
Learn to automate standard tasks and apply lean principles to enhance efficiency of IT Service Management processes in this ITIL 2011 foundation training
Centralize processes and teams and save costs using well defined fit-for-use and fit-for purpose processes
ITIL Foundation course provides participants a complete structure with a set of procedures to help them take a proactive approach in improving business performance with the help of IT.

ITIL Foundation Definition:
ITIL Foundation is a certification based on ITIL practices for IT Service Management. The Foundation certification aims to give professionals an understanding of the guidelines and framework.

Context: Overview
ITIL Foundation is designed to give professionals a basic understanding of the ITIL framework. It focuses on awareness and comprehension rather than being able to apply ITIL principles. The basics of IT Service Management as a practice are covered as is the ITIL lifecycle.

Topics
Some of the topics covered in ITIL Foundation include:
IT Service Management as a practice
ITIL Service Cycle
Technology and architecture
Competence and training
The certification also covers processes, models, functions, and roles. The learning objectives focus on knowing and understanding key terms and definitions.
To become certified for ITIL Foundation, a professional needs to sit the ITIL Foundation exam which consists of 40 multiple choice questions. A certificate is awarded when the professional correctly answers 65% of the questions. The exam can be done as a conclusion to classroom training or it can be prepared for through self-study.

Related Certifications:
There are many ways to further extend your contextual knowledge of IT Service Management to broaden your understanding. One of these ways is to build on your ITIL knowledge with a VeriSM™ certification. The VeriSM™ Plus module offers professionals knowledge of new and emerging technologies. This certification ensures that professionals have a grasp of the progessive practices and innovative technologies that are now emerging rapidly as a consequence of digital transformation.

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

Correct 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

Correct 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

Correct 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

Correct 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

Correct Answer: B

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