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ITIL 4 Foundation exam Dumps

ITILFND-V4 exam Format | Course Contents | Course Outline | exam Syllabus | exam Objectives

The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled
services, to provide them with an understanding of the common language and key concepts, and to show them
how they can Improve their work and the work of their organization with ITIL 4 guidance. Furthermore, the
qualification will provide the candidate with an understanding of the ITIL 4 service management framework and
how it has evolved to adopt modern technologies and ways of working.

The ITIL 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall
and understanding of the ITIL 4 service management framework, as described in the syllabus below, to be
awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4
higher level qualifications, which assess the candidates ability to apply their understanding of the relevant parts
of the ITIL framework in context.



Material allowed None This is a ‘closed book exam. The ITIL Foundation publication, ITIL 4
edition, should be used for study, but is NOT permitted to be used in the exam.

Exam duration : 60 minutes Candidates taking the exam in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.

Number of marks : 40 marks There are 40 questions, each worth 1 mark. There is no negative marking.

Provisional Pass mark : 26 marks You will need to get 26 questions correct (65%) to pass the exam.

Level of thinking Blooms levels 1 & 2 “Blooms level” describes the type of thinking needed to answer the
question. For Blooms level 1 questions, you need to recall information about the ITIL 4 service management framework. For Blooms 2 questions, you need to show understanding of these concepts.

Question types Classic, Negative, Missing word, & List

The questions are all ‘multiple choice.

For the ‘standard questions, you have a question and four answer options.

‘Negative questions are ‘standard question in which the stem is negatively worded.
For the ‘missing word questions, there is a sentence with a word missing and you have to select the missing word from four options.

For the ‘list questions, there is a list of four statements and you have to select two correct statements from the list.



The table below gives a summary of the concepts that are tested in the exam, and the main parts of the
manual in which these are described. The book references refer to the section stated, but not the
subsections within that section, unless stated. The verb for each assessment criterion indicates the Blooms
level (BL): ‘Recall/‘Define indicates Level 1 basic recall and recognition, ‘Describe/‘Explain, indicates
Level 2 understanding/comprehension.



1.1 Recall the definition of:

a) Service

b) Utility

c) Warranty

d) Customer

e) User

f) Service management

g) Sponsor

1.2 Describe the key concepts of creating value with services:

a) Cost

b) Value

c) Organization

d) Outcome

e) Output

f) Risk

g) Utility

h) Warranty

1.3 Describe the key concepts of service relationships:

a) Service offering

b) Service relationship management

c) Service provision

d) Service consumption

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

2.2 Explain the use of the guiding principles (4.3):

a) Focus on value (4.3.1 – 4.3.1.4)

b) Start where you are (4.3.2 – 4.3.2.3)

c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)

d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)

e) Think and work holistically (4.3.5 – 4.3.5.1)

f) Keep it simple and practical (4.3.6 – 4.3.6.3)

g) Optimize and automate (4.3.7 – 4.3.7.3)

3.1 Describe the four dimensions of service management (3):

a) Organizations and people (3.1)

b) Information and technology (3.2)

c) Partners and suppliers (3.3)

d) Value streams and processes (3.4-3.4.2)

4.1 Describe the ITIL service value system (4.1)

5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)

5.2 Describe the purpose of each value chain activity:

a) Plan

b) Improve

c) Engage

d) Design & transition

e) Obtain/build

f) Deliver & support

6.1 Recall the purpose of the following ITIL practices:

a) Information security management (5.1.3)

b) Relationship management (5.1.9)

c) provider management (5.1.13)

d) IT asset management (5.2.6)

e) Monitoring and event management (5.2.7)

f) Release management (5.2.9)

g) Service configuration management (5.2.11)

h) Deployment management (5.3.1)

i) Continual improvement (5.1.2)

j) Change enablement (5.2.4)

k) Incident management (5.2.5)

l) Problem management (5.2.8)

m) Service request management (5.2.16)

n) Service desk (5.2.14)

o) Service level management (5.2.15)

6.2 Recall definitions of the following ITIL terms:

a) IT asset

b) Event

c) Configuration item

d) Change

e) Incident

f) Problem

g) Known error

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

a) Continual improvement (5.1.2) including:

- The continual improvement model (4.6, fig 4.3)

b) Change enablement (5.2.4)

c) Incident management (5.2.5)

d) Problem management (5.2.8)

e) Service request management (5.2.16)

f) Service desk (5.2.14)

g) Service level management (5.2.15 – 5.2.15.1)

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Question: 562
Which dimension considers how knowledge assets should be protected?
A . Organizations and people
B . Partners and suppliers
C . Information and technology
D . Value streams and processes
Answer: C
Question: 563
Which guiding principle recommends standardizing and streamlining manual tasks?
A . Optimize and automate
B . Collaborate and promote visibility
C . Focus on value
D . Think and work holistically
Answer: A
Question: 564
What are engage, plan and improve examples of?
A . Service value chain activities
B . Service level management
C . Service value chain inputs
D . Change control
Answer: A
Question: 565
Which is included in the purpose of the design and transition value chain activity?
A . Ensuring that service components are available when needed
B . Providing transparency and good stakeholder relationships
C . Supporting services according to specifications
D . Continually meeting stakeholder expectations for costs
Answer: D
Question: 566
Which describes a set of defined steps for implementing improvements?
A . The improve value chain activity
B . The continual improvement register
C . The continual improvement model
D . The engage value chain activity
Answer: C
Question: 567
Ann, a member of the finance department at a large corporation, has submitted a suspicious email she received to the
information security team. The team was not expecting an email from Ann, and it contains a PDF file inside a ZIP
compressed archive. The information security learn is not sure which files were opened. A security team member uses
an air-gapped PC to open the ZIP and PDF, and it appears to be a social engineering attempt to deliver an exploit.
Which of the following would provide greater insight on the potential impact of this attempted attack?
A . Run an antivirus scan on the finance P
C . Use a protocol analyzer on the air-gapped P
E . Perform reverse engineering on the document.
F . Analyze network logs for unusual traffic.
G . Run a baseline analyzer against the users computer.
Answer: C
Question: 568
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the
customer having to manage specific costs and risks?
A . Service management
B . Continual improvement
C . A service
D . An IT asset
Answer: C
Question: 569
Which is NOT a component of the service value system?
A . The guiding principles
B . Governance
C . Practices
D . The four dimensions of service management
Answer: D
Question: 570
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
Answer: B
Question: 571
Which is a key requirement for a successful service level agreement?
A . It should be written in legal language
B . It should be simply written and easy to understand
C . It should be based on the service providers view of the service
D . It should relate to simple operational metrics
Answer: B
Question: 572
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A . Start where you are
B . Collaborate and promote visibility
C . Keep it simple and practical
D . Optimize and automate
Answer: C
Question: 573
What is a recommendation of the focus on value guiding principle?
A . Make focus on value a responsibility of the management
B . Focus on the value of new and significant projects first
C . Focus on value for the service provider first
D . Focus on value at every step of the improvement
Answer: D
Question: 574
Which is a service request?
A . Requesting a workaround for an issue
B . Requesting information about how to create a document
C . Requesting an enhancement to an application
D . Requesting investigation of a degraded service
Answer: B
Question: 575
Which is NOT a component of the service value system?
A . The guiding principles
B . Governance
C . Practices
D . The four dimensions of service management
Answer: D
Question: 576
Which is part of service provision?
A . The management of resources configured to deliver the service
B . The management of resources needed to consume the service
C . The grouping of one or more services based on one or more products
D . The joint activities performed to ensure continual value co-creation
Answer: A
Question: 577
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
A . Change control
B . IT asset management
C . Service desk
D . Service request management
Answer: D
Question: 578
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
Answer: B
Question: 579
Which statement about outcomes is CORRECT?
A . An outcome can be enabled by more than one output
B . Outcomes are how the service performs
C . An output can be enabled by one or more outcomes
D . An outcome is a tangible or intangible activity
Answer: A
Question: 580
What is warranty?
A . Assurance that a product or service will meet agreed requirements
B . The amount of money spent on a specific activity or resource
C . The functionality offered by a product or service to meet a particular need
D . The perceived benefits, usefulness and importance of something
Answer: A
Question: 581
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
Answer: D
Question: 582
Which statement about a continual improvement register is CORRECT?
A . It should be managed at the senior level of the organization
B . It should be used to capture user demand
C . There should only be one for the whole organization
D . It should be re-prioritized as ideas are documented
Answer: D
Question: 583
Which is included in the purpose of the design and transition value chain activity?
A . Ensuring that service components are available when needed
B . Providing transparency and good stakeholder relationships
C . Supporting services according to specifications
D . Continually meeting stakeholder expectations for costs
Answer: D
Question: 584
Which statement about service desks is CORRECT?
A . The service desk should work in close collaboration with support and development teams
B . The service desk should rely on self-service portals instead of escalation to support teams
C . The service desk should remain isolated from technical support teams
D . The service desk should escalate all technical issues to support and development teams
Answer: A
Question: 585
Which statement about the steps to fulfill a service request is CORRECT?
A . They should be complex and detailed
B . They should be well-known and proven
C . They should include incident handling
D . They should be brief and simple
Answer: B
Question: 586
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
Answer: B
Question: 587
What are engage, plan and improve examples of?
A . Service value chain activities
B . Service level management
C . Service value chain inputs
D . Change control
Answer: A
Question: 588
Which practice coordinates the classification, ownership and communication of service requests and incidents?
A . provider management
B . Service desk
C . Problem management
D . Relationship management
Answer: B
Question: 589
Which practice updates information relating to symptoms and business impact?
A . Service level management
B . Change control
C . Service request management
D . Incident management
Answer: D
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ITILFND-V4 4 exam contents

ITILFND-V4 4 exam contents :: Article Creator

how to enhance a content material strategy

content is crucial for business boom. it could actually assist you generate leads, build have faith together with your goal viewers and establish competencies. To create content without problems, you need a content material method.

A content method ensures you aren’t aimlessly developing content material for content material’s sake. Designing and enforcing a plan lets you produce more impactful work that meets your brief- and long-term desires. by means of examining your audience and your business’s goals, that you could set intentional ambitions and track them in opposition t benchmarks that aid you determine in case your content is driving the supposed effects.

There’s tons to consider when making a content approach. examine on to learn the way to create one which delivers consequences.

what is a content strategy?

A content strategy is the planning, building, distribution, management and oversight of your on-line content material. It’s part of a broader advertising method and may align with certain company dreams, principally as they relate to marketing and revenue desires. no matter if you need to enhance salary or grow traffic, a content strategy can support you get there.

Your content approach may still establish your audience and aspect the way you’ll attain your target shoppers. it is going to list the desires you hope your content will assist you obtain and the channels you’ll use to put up your content. 

Your method should be bendy. once in a while, even the most suitable-laid plans fall short or most likely what labored in your enterprise during the past not does. The good information is that content material thoughts are adaptable. because you account for different variables, that you could establish without delay what is and isn’t working.

As you gain knowledge of greater about how your viewers reacts to your content and your enterprise dreams change, your content material strategy should shift and evolve.

what is covered in a content approach?

whereas content material ideas vary counting on a corporation’s goals, they should still encompass right here elements:

  • Why are you creating content material? Devising issues and choosing key terms could be a great deal less complicated when your content approach has a clear aim. as an example, in case you want to raise earnings, accept as true with crafting product stories and most useful picks lists of gadgets you retain in stock. This content may also be linked to e-commerce pages and despatched by the use of your weblog, email marketing campaigns and social media.
  • who're you targeting? It’s not possible to create a a success content material strategy without pinpointing your viewers first. believe your target patrons and how which you can solve their issues. believe about how you’ll have interaction them right through the piece and in all as a result published content.
  • What are your content goals? What do you hope your content will obtain? believe concrete goals with clear key efficiency warning signs (KPIs). as an instance, you might also are looking to create a blog to enhance website site visitors and consumer engagement. A concrete purpose with clear KPIs could be “Rank on page 1 for 2 foremost key words in Q1” or “improve average time on page with the aid of 15 % by using EOY.”
  • How will you stand out? believe your business and what it stands for. specializing in what distinguishes your business from rivals can aid you construct a more robust content material strategy.
  • where will you inform your story? Your content approach may still consist of the channels or systems you’ll use to deliver your content. From social media structures to e-mail marketing and extra, your content material should still be repurposed and optimized for distribution in all places. believe each and every channel and how your content should be framed. be sure you additionally believe via how they are going to work together to tell a cohesive story about your enterprise.
  • As you construct a content material strategy, you might also additionally wish to accept as true with the following questions:

  • How will you construct a content calendar?
  • How will you source ideas on your content?
  • How will you arrange your content material ideas?
  • How regularly will you submit content material?
  • How will impromptu requests or trending moments work together with your latest content material calendar?
  • Evergreen content stays clean indefinitely. It’s essential to enhance an evergreen content material approach to drive company awareness.

    How do you advance a content material strategy?

    Many facets go into developing a content strategy. here’s where to start.

    1. Set desires in your content strategy.

    outline why you are looking to create content material and how it'll tie to your goals. Some dreams can also encompass right here:

    be sure your goals are measurable and timely. as an instance, “enhance biological site visitors to service landing pages by means of 15 % 12 months over 12 months” is an conveniently measured purpose with a transparent timeframe.

    2. define your content’s goal audience.

    Your target client can’t be everyone. Defining your viewers begins with organising a buyer persona to serve as a fictional representation of your optimum purchaser. delivery together with your average customer class and consider their geographic region, pursuits, aspirations and needs. Flesh out an entire graphic of how this grownup comes into contact together with your manufacturer. What would aid usher them along your revenue funnel until they make a purchase order?

    3. Analyze your content.

    besides the fact that you’ve never created a content strategy, you’ve probably used content material to interact together with your audience. seem to be over what you’ve created. trust content to your web page, social media channels, email, textual content messages and more. What have you ever carried out well? What hasn’t worked? What could be more desirable? Pull any accessible analytics to remember your a hit content and establish content material that hasn’t driven engagement.

    4. be trained out of your opponents’ content.

    simply as you analyze your content, you should analyze your competitors’ content. discuss with their sites, follow them on social media and subscribe to their e-mail newsletters. What do they do smartly? What doesn’t work? Replicate successful procedures and fill within the gaps the place they haven’t developed a strategic knowledge.

    a considerable number of equipment like a Strengths, Weaknesses, alternatives, and Threats evaluation and Porter’s 5 Forces mannequin can assist you improved take note the competitors and how you fit into the trade landscape.

    5. agree with key terms on your content material cautiously.

    Analyze your key words with tools like SEMrush and Moz so that you have in mind where you rank improved. that you could additionally use search engines and tools like Ahrefs and Google keyword Planner to find key phrases you may additionally have overlooked.

    6. Brainstorm ideas and create a content calendar.

    After analyzing key phrases, your content material and your rivals’ content material, make sure you understand what courses you wish to target. If now not, that you would be able to use platforms like BuzzSumo or BlogAbout to encourage you. From there, that you would be able to begin to plot your content material calendar.

    7. select a content material administration system.

    What content material administration system will you utilize? Will you use a spreadsheet or whatever thing more mighty to construct your content calendar? When making a choice on tools, agree with how your latest techniques may additionally fall brief, what facets will make your lifestyles more straightforward and the way you plan to hold your self equipped.

    you can create your content material calendar on a free tool like Google Calendar or down load templates from sources like monday.com, HubSpot and Trello.

    eight. come to a decision the way you will measure consequences out of your published content material.

    To gauge how beneficial your efforts are, you should have a means to music consequences and measure return on investment. This could be web page views, time spent for your web site, social media engagement, variety of new shoppers, e-newsletter signups or greater. What matters most to you're going to rely on your company’s goals.

    9. check your content material class and cadence.

    consider your materials and investigate what sorts of content material that you may produce and how frequently you can create and put up them. which you could consist of this to your content calendar.

    10. put up and distribute your content.

    The last step is to get your content out on the earth. After publishing your content material, consider the channels that yield the most suitable effects. for example, leverage Google Analytics to evaluation the performance of your weblog and your web site’s landing pages. additionally, that you can use the analytics tools for your social media web page, electronic mail advertising and marketing software and the other application options your enterprise makes use of to music KPIs, corresponding to person start expense, click on-through rate and greater.

    What are the kinds of content to accept as true with on your strategy?

    that you can contain several sorts of content into your content method. One isn’t always more suitable than a further. whether it really works for you'll rely upon execution, your viewers, the Topic and extra. listed below are a few content forms you should agree with the usage of:

  • blog posts: weblog posts can inform your audience about your products, answer your valued clientele’ questions or inform your company’s story. They also assist construct organic traffic and can keep audiences engaged lengthy after they’re posted.
  • Infographics: Informational pics are a visual way to current advanced counsel in an easy-to-scan photograph. Infographics lend themselves smartly to social media.
  • Case studies: Case reports aid illustrate how your products or services can help your clients in particular.
  • videos: while they’re no longer as convenient to produce as other items of content material, movies deliver many alternatives. They can make your enterprise greater personable and shoppers like them.
  • user-generated content: through the use of your clients’ photographs, video clips or phrases (testimonials) to talk about their relationship together with your enterprise, you put the spotlight on them and beef up your brand’s credibility. The cherry on excellent is that content material generated via others requires little to no work for your end.
  • White papers: White papers smash down complex counsel, analysis or information, providing knowledgeable-level content to help audiences make a call, understand an issue or clear up an issue.
  • E-books: Longer than a blog put up but shorter than a novel, e-books can help you explore a Topic at length, all while giving your clients the suggestions they want. Some corporations use e-books as an incentive when leads check in for a newsletter or provider. they could also be featured for your site for any person to view.
  • Podcasts: while written content material is terribly helpful, some consumers will not have the time to examine it. A podcast is a fine choice to aid you attain americans who can also no longer have interaction together with your written content material.
  • Social media: Social media channels make it convenient to join with your audience and distribute or repurpose your content. even if you use LinkedIn, Instagram, Twitter or fb, that you may extend your message.
  • White papers, e-books, podcasts and other content material types can set up you as a notion leader on your business and provides your manufacturer extra credibility.

    Why do you want a content material strategy?

    It isn’t simply big or centered businesses that need a content material method; every business can advantage from one. a very good content material method provides here advantages:

  • A content material strategy offers your content material a purpose: by means of fleshing out a technique on your content material, you benefit a clear concept of what you want it to do. without a technique, you risk creating content that doesn’t tie to your company desires or isn’t meaningful to your company.
  • A content approach simplifies content material advent: Filling out a content material calendar may also be difficult if you’re in doubt of your purpose. despite the fact, with a content material method and keyword analysis, you could devise and agenda issues to strategically suit your business goals.
  • A content material strategy maintains you consistent: constant messaging across all channels helps you establish your brand’s voice. Your company voice will influence closely how your audience sees your manufacturer. for example, a legislation company may need an authoritative and tutorial manufacturer voice whereas a fast meals brand could be a little greater casual, enjoyable and witty.
  • A content material strategy grows your biological traffic: To grow traffic organically, you must continually feed Google and other engines like google exceptional content material. A content material approach helps you arrange the keywords your audience searches for and informs content advent around these phrases. biological site visitors, or visits driven by way of clicks on a search engine outcomes page, is among the ideal and most low cost tips on how to increase brand visibility.
  • A content material approach builds relationships along with your audience: content material can help clear up your shoppers’ questions and complications. via creating content that considers your viewers’s wants, that you can benefit their have confidence. when you have smartly-written, valuable content, clients will seemingly have a excessive opinion of your company and buy your product or service.
  • A content approach boosts your credibility: As you create wonderful content material, you could position your self as an authority and Improve your attractiveness, which may cause your business to rank better on search engines like google and yahoo and profit your viewers’s have faith.
  • A content strategy generates leads: content material can also be used to generate leads and catch consumer contact counsel for advertising campaigns. for instance, agree with offering your viewers some category of beneficial content, like a case study or a white paper, in trade for their e-mail tackle. once a user offers you their contact tips, they acquire access to the content material and you'll begin advertising to them on a different channel.
  • From planning to publishing

    With a content approach in region, it’s tons less demanding to continually post blogs, social media posts, movies and other cyber web content material. Sharing this content material is a tried and authentic method to build and interact a steady, lengthy-term viewers of current and competencies customers. Plus, content material is among the simplest forms of work to outsource, so that you can reside concentrated on primary projects as you develop your company. Collaboratively devise and execute a content material method and you’ll reap the highest quality rewards imaginable.

    Yara Simón contributed to this article.


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