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ITIL 4 Foundation Exam is designed to test an individual's knowledge of the ITIL framework and its key concepts. It covers the four dimensions of service management, which are organizational, people, information, and technology. It also covers the ITIL service value system, which is a model that describes how ITIL practices work together to create value for customers and stakeholders.

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ITIL 4 Foundation Exam Sample Questions (Q13-Q18):

NEW QUESTION # 13
Which can act as an operating model for an organization?

A. The service value chain
B. The four dimensions of service management
C. Continual improvement
D. The ITIL guiding principles

Answer: A

NEW QUESTION # 14
Which is an example of a service request?

A. A request for access to a file
B. A request for normal operation to be restored
C. A request to implement a security patch
D. A request to investigate the cause of an incident

Answer: A

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

NEW QUESTION # 15
What is described by the service value system?

A. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. How to apply the systems approach of the guiding principle think and work holistically
D. How all the components and activities of the organization work together as a system to enable value creation

Answer: D

NEW QUESTION # 16
How are target resolution times used in the 'incident management' practice?

A. They are scheduled, assessed and authorized to reduce the risk of service failures
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are agreed, documented, and communicated to help set user expectations
D. They are initiated, approved, and managed to ensure that predictable responses are achieved

Answer: C

NEW QUESTION # 17
Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?

A. Service management
B. Relationship management
C. Supplier management
D. Release management

Answer: C

NEW QUESTION # 18
......

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