ITIL 4 Foundation — Full Mock Exam No. 1 (ITIL4-FND) exam preparation

Everything you need to pass the PeopleCert exam: the official objectives, practice in exam conditions and a readiness score.

Questions

40

Duration

60 min

Passing score

65 / 100

Exam objectives

1. 1.0 Key concepts of service management12.5% of the exam

   • 1.1 Recall the definitions of: service, utility, warranty, customer, user, service management, sponsor
   • 1.2 Describe the key concepts of creating value with services: cost, value, outcome, output, risk, utility, warranty
   • 1.3 Describe the key concepts of service relationships: service offering, service relationship management, service provision, service consumption

2. 2.0 The guiding principles12.5% of the exam

   • 2.1 Recall the seven guiding principles
   • 2.2 Describe the nature, use and interaction of the guiding principles, and explain the use of each of them

3. 3.0 Four dimensions of service management7.5% of the exam

   • 3.1 Describe the four dimensions of service management
   • 3.2 Describe the external factors (PESTLE) that influence the dimensions

4. 4.0 The service value system7.5% of the exam

   • 4.1 Describe the service value system, its purpose and components (inputs: opportunity and demand; output: value)
   • 4.2 Describe how the SVS components work together (including governance: evaluate, direct, monitor)

5. 5.0 Service value chain and continual improvement10% of the exam

   • 5.1 Describe the purpose of each service value chain activity
   • 5.2 Describe the interconnected nature of the service value chain and value streams
   • 5.3 Describe the continual improvement model and the sequence of its steps

6. 6.0 ITIL management practices50% of the exam

   • 6.1 Recall the purpose of the other ITIL practices (incl. monitoring and event management, service configuration management, supplier management, release management, deployment management, IT asset management, information security management, relationship management)
   • 6.2 Recall the definitions of key terms: IT asset, event, configuration item, change, incident, problem, known error
   • 6.3 Describe the continual improvement practice (improvement register, model, everyone's contribution)
   • 6.4 Describe the change enablement practice (purpose, change types, change authority)
   • 6.5 Describe the incident management practice (purpose, impact/urgency prioritization, incident models)
   • 6.6 Describe the problem management practice (purpose, phases, known errors, workarounds)
   • 6.7 Describe the service desk practice (single point of contact, organizational forms)
   • 6.8 Describe the service level management practice (SLA, outcome-based measures, 'watermelon' effect)
   • 6.9 Describe the service request management practice (request models, fulfilment)