About this exam
itil-4-foundation is the PeopleCert exam ITIL 4 Foundation.
Paid practice material for this exam is not available yet, but you can try its free sample questions.
- Exam code
- itil-4-foundation
- Vendor
- PeopleCert
- Practice questions
- Not available yet
- Free sample questions
- 5
- Question bank last updated
- Not available yet
Try 2 sample questions
Taken from the free sample set for itil-4-foundation.
Question 1
Which practice conducts reviews to validate that services are covering the needs of the customer?
- AOption A:
Monitoring and event management
- BOption B:
Service level management
- COption C:
Change enablement
- DOption D:
Service desk
Show answer and explanation
Correct answer: B
In ITIL 4, the service level management practice is responsible for:
Setting clear, business-based targets for service performance
Monitoring and reporting on service delivery
Conducting regular reviews with customers and stakeholders
Ensuring that services and service performance meet agreed needs and expectations
Part of this practice explicitly involves reviewing services with customers to validate that the services are still meeting their needs and agreed service levels. These reviews are used to confirm whether the services remain fit for purpose and to identify improvement opportunities.
The other options have different focuses:
Monitoring and event management focuses on observing services and infrastructure, identifying events, and determining their significance.
Change enablement controls risks related to changes and ensures that changes are properly assessed and authorized.
Service desk is the main point of contact between service provider and users, handling incidents and service requests, but it is not primarily responsible for formal reviews of service coverage against customer needs.
Because the described activity conducting reviews to ensure services cover customer needs—is a core responsibility of service level management, the correct answer is B.
Question 2
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
- AOption A:
Service level manager
- BOption B:
Service desk agent
- COption C:
Change authority
- DOption D:
Problem analyst
Show answer and explanation
Correct answer: A
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including:
Defining service levels
Documenting
Actively managing them
See all 5 free sample questions