FREE ITIL® 4 Foundation Exam Question Flash Cards 4

[@valueinsights]

Continue to explore ITIL 4 foundation with our officially accredited ITIL 4 eLearning at: valueinsights.ch/itil-4-foundation-e-learning-on-learnify/ - 12+ hours of content, videos, official ITIL 4 exam and 7 mock exams simulations included

[@arnyayala3264]

tricky batch of questions.. i cant believe I got 3 correct answers only

[@valueinsights]

That is true. I wanted to showcase some questions of the more advanced type. Luckly, there are not a lot of these during the actual exams. Best Regards, Alex

[@ThierryChaunay-g7g]

Very effective way to get ready for ITIL. From all preparational videos out there, this series is the most helpful as it allow to understand the philosophy behind these questions and answers.

[@valueinsights]

Hi Thierry Thank you very much for your kind feedback. I am happy, that you found our videos and methodology to be useful. All the best, Alex

[@bjorn6416]

Hi! have a question about "Question 2" Here you said that the correct answer for Deliver and Support would be A. By ensuring security policies, but in the Itil 4 Foundation book it states that "Detection and correction of information Security incidents must be an integral part of this value chain activity" Has there been any changes? My book is from 2019. Are they both playing a part in the Deliver and Support? Thanks for the Videos! Realy helpful while i'm reading for my Exam.

[@valueinsights]

Hi Torbjørn Thank you very much for your kind feedback and for reaching out to us. This was indeed a tricky question, and nothing has changed in the official materials in this regards. So your book is still correct. Nevertheless, the detection and resolution of security related incident still lies within the scope of Incident Management. Security incidents are one of the special type of incidents (the other one are major incidents) and ITIL states, that we need separate procedures for their handling, but they still "belong" to the Incident Management practice. Information Security Management is more about the definition of rules and policies, while Incident Management is about enforcing them when it comes to incidents. I hope this helps, otherwise let me know. Cheers, Alex

[@bjorn6416]

@@valueinsights Ahh, I see. Thanks for the fast reply Alex!

[@valueinsights]

@@bjorn6416 No problem. Happy to help.

[@gt56dssbkgyfnjhfti8]

Hi! Thanks a lot for the videos! They are of great help for exam prep! I have got a bit confused with question 8: "Which of the following is TRUE for the Service Desk practice?". How come answer A is wrong? Even if some of the Requsts are passed to other levels of support, they are preliminarily handled and prioritised in Service Desk, are not they?

[@gt56dssbkgyfnjhfti8]

later it is said that Service Desk is kinda a single point of contact. In my head, it means that it handles all Service Requests.

[@valueinsights]

@@gt56dssbkgyfnjhfti8 in many cases the Service Desk is single point of contact for the users, thag is true. And in most organization all service requests are initiated via the service desk, but you could actually have a self service portal where users can open service requests, which are directly sent to a specific support unit (other than the service desk) for fulfillment. So, while it is true that most SRs are handled by the service desk, it is not a necessity. Hope this helps clarifying. All the best, Alex

[@PR4LFE]

Hello, I feel that Question 2, the answer is almost text book for option D. It is near verbatim from the Axelos book page 85. The reference for Incident Management is made but there is no mention of security related incidents on page 123. I know this was addressed three months ago but it is definitely one of the more conflicting explanations that I have heard for a question. Thank you

[@valueinsights]

Hi Thanks a lot for the comment. I do agree. It is one of the more confusing questions, but it very well highlights the fact, that the right answer must fit the question completely exactly. So, on page 85 it is stated that detection and correction of ITsec incidents is an integral part of "Deliver and Support", but it does not state that the Information Security Management practice is responsible for solving those. It is rather meant to give guidance in the form of the Secusity Policy. And then on the top of page 122 there is an explicit mention of security incidents. Stating that major incidents and security incidents should have a sepeprate procedure. Nevertheless, both are handled as part of the Incident Management practice. I hope this helps a bit to clear it up. Otherwise please let me know. All the best, Alex

[@PR4LFE]

@@valueinsights I can see the reference now that you highlighted its location, definitely the most detailed question out of the fifty. I will agree to disagree that as this one is an outlier in comparison, I will omit its complexity and focus on the majority. Thank you

[@valueinsights]

@@PR4LFE True, most questions are not this hard. Nevertheless, there might be some. So I usually tell people to very precisely read the question and find an answer, which fits all aspects of the questions.

[@nana5757]

@@valueinsights I also think the answer is D ... ensuring policies are in place are either: 1. In the architecture by PLAN 2. The right technology incorporated by DESIGN or 3. Built into the infrastructure by OBTAIN/BUILD but the only activity that does any Detection, which is a support activity would be "DELIVER and SUPPORT"

[@valueinsights]

@@nana5757 Thanks a lot for reaching out. I do understand the logic of your explanation. I would like to highlight the purpose statement of the InfoSec Practice: "to protect the information needed by the organization to conduct its business." And the key message of Deliver and Support: "to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations" So InfoSec is about protecting the information assets and D&S is about ensuring sufficient service operation. So in the end, the question is how InfoSec support sufficient service operation. And this is done by ensuring that security policies have been developed, which can then be applied by other practices (Incident or Access Management) in the D&S Service Value Chain activity. Hopefully this helps to clarify. All the best, Alex

[@sebastienramos5212]

Merci, j'ai obtenu ma certification la semaine dernière aprés 2/3 mois de travail en m'appuyant sur ce cours et d'autre

[@valueinsights]

Merci de ce retour Sebastien et toutes nos felicitations pour l'obtention de votre certification! Pour pouvoir apprehender l' examen dans les meilleures conditions, nous proposons aussi des packs d' examen blancs ITIL4 comme celui ci: valueinsights.ch/shop/itil-4-foundation-pack-examens-blancs-280-questions/

[@sebastienramos5212]

@@valueinsights Hey oui, je me suis appuyé sur le pack d'examen blanc qui m'a bien aidé également. Et que je recommande.

[@valueinsights]

Merci de votre recommendation @Sébastien. Pour ceux qui seraient intéressés, voici le lien du pack de 280 questions en français: valueinsights.ch/shop/itil-4-foundation-pack-examens-blancs-280-questions/

[@TheHallamski]

Relating to question 8. As per the book "The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users." By recommendation the service desk should be the single point of contact for all users. How can the answer "It handles all service requests" be incorrect? By recommendation it must handle all requests in some form, whether this is in the form of resolution or delegation to another team. Thank you for your input

[@valueinsights]

Hi There That is a very valid question you raise there. And while it is correct, that the main business of the Service Desk is Incident and Service Request handling, and that it SHOULD act as an entry point for all inquiries, it is nowhere stated that ALL Service Requests are handled by the Service Desk. I know I know, tricky question :D The point is, that you could setup an automated workflow, which redirects certain Service Requests directly to another group instead of the Service Request if this is agreed with all parties. For example, admin access requests to Microsoft Azure might be handled by the Infrastructure team and not by the Service Desk. And in your self-service portal, you could create a Service Request Model, that sends these types of requests to the infra team. I hope this helps to clarify, but if not, please let me know. Happy to help. Cheers, Alex

[@atlas.shrugged.alex.delarge]

As per Pearson's Practice Test, Answer 9 would be Service Desk (option C) and not Incident Management (option B). Which one is correct ?

[@valueinsights]

Hi Santiago I am sorry, that there is confusion aroudn this question. This is the official purpose statement of the Service Desk: "The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users." And this is Incident Managament: "The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible" So "Incident Management" is the correct answer. Hope this helps. All the best, alex

[@WaltDittrich]

Terrific videos! I'm learning so much! At about 4:00 minutes, the narrator says TWICE, during the same question/answers: "If I want to be honest..." Why would anyone NOT want to be honest? 😂 I'm really enjoying these videos quite a bit. (And yes, I'm being totally honest! 😇) ❤

[@valueinsights]

Thank you very much for your kind feedback. "If I want to be honest" is just an expression I like to use :) I totally agree. It is best to be always honest. Cheers, Alex

[@jacobwinther4395]

When i look at knowledgehuts itil 4 tutorial, for question 2 it says option D ? Deliver & support: focuses on detecting incidents related to information security and correcting them quickly to protect the information

[@valueinsights]

Hi Jacob Thanks for stopping by and for you remark. This question is indeed a bit tricky. When you look at the Information Security Management chapter in the official book, on the top of page 85 it states "Deliver and Support: Detection and correction of information security incidents must be an integral part of this value chain activity". This sentence easily leads to the conclusion, that D would be the correct answers. However, if you look at the Incident Management practice on the top of page 122, it is stated, that companies should have a separate procedure for Information Security Incidents, thus implying, that the handling of incidents (even security incidents) is done by Incident Management. I usually try to apply the following logic: Info Sec is the law and Incident Management (among other practices) is the police, ensuring the law is abided. All the best, Alex

[@spegg0505]

For question 9 - would the question be phrased this way on the exam? I ask because in the text book Incident Mgmt Practice's main goal seems to be "restoring" normal service operation rather than "ensuring" normal service operation. It changes the context for me. Just thought I'd ask.

[@valueinsights]

Hi Stephanie You are right, the book says "restoring". But please elaborate, why "ensuring" changes the context for you. Many thanks and best Regards, Alex

[@Forestmarko]

@@valueinsights I might be a bit late to the party, but let me elaborate, since i had an issue with this one as well.. "restoring" would imply that the service provided was already disrupted (and therefore making incident managment an obvious choice), "ensuring" service implies, that you are responsible for daily operations, maintanance AND incident managment (many companies have this separeted - hence the confusion) its just a wording issue

[@valueinsights]

@@Forestmarko That is a very sound reasoning, making a lot of sense. Thanks a lot for sharing. I totally agree with you, often this is separated in companies. Best Regards, Alex

[@BomboklatDeeets]

@@valueinsights sorry but at this point i need to ask , as me too had some doubts about some of your answers: are your anwser the official correct one or the one you think they make more sense? thanks in advance for replying my man. good job

[@valueinsights]

​@@BomboklatDeeets Hi Giuseppe, I do understand your questions. Sometimes, the explanations can seem a little confusing. I try to do my best to make them as clear as possible. But yes, these are the official correct answers in our videos. All the best, Alex

[@kakeullu7425]

Three were tricky questions.. not able to answered. Two were confusing.. but able to answered 6 out of 10 😊😊

[@valueinsights]

Hi Kake True. Some of the questions can get tricky. Luckyl, there are not a lot of questions like these during the actual exam. If you have questions, just let me know. Happy to help. Cheers, Alex

[@kakeullu7425]

@@valueinsights I passes the exam with 80% ... all your 5 videos really help a lot to understand and how to select the right answer .. 😇😇😇

[@valueinsights]

@@kakeullu7425 That is amazing! Cogratulations and welcome to the community :) Glad our videos helped you! All the best, Alex

[@adamhill6598]

I worked for an ITIL service desk for years and the sad part is if you try to base your answers off of your own personal experience you will fail. It seems as though the way the certification is set up and the way its practiced are two completely separate ways. I am supposed to take the exam in about 3 hours and I honestly feel so unprepared after watching these and other videos. I have been studying for about two weeks straight 3-4 hours a day. I have finished all the recommended courses and still feel as though I have learned nothing. I hope I do pass but if its anyway near as confusing as these questions....well I'm toast! These questions on this video seem to be the most confusing and knowing my luck, that's how my exam will be too! Sorry Im kind of a pessimist. Reply

[@adamhill6598]

I stand corrected I just passed! 83% Thank You for the help!

[@valueinsights]

Hi Adam I totally get what you are saying. The real world looks very different from the theory in the ITIL 4 Foundation course. And I find it to be very sad...Especially because most companies encounter so many issues because they are not adhering to the well-defined practices. Mostly because "our context / industry / branch, geography / situation" is different. But my experience tells me that all companies encounter the exact same issues. At least if we dig to the root causes of those. Anyhow, I suggest turning off your practical knowledge in your head during the exam and try to think of the exact things ITIL teaches. This is exactly what they want to "hear" during the exam. The foundation course is about theory and not how that theory could be applied in real situations. For some more confidence, you might also do some more mock exams or have a look at our tips and tricks article: valueinsights.ch/7-top-tips-to-pass-your-itil-4-foundation-exam/ Hope this helps. All the best, Alex

[@onelucien]

how was your exam ?

[@fleur578]

Hi! I have a question about answer 6 D. You said that D is about Planning. Can you maybe explain for me why it isnt engaging? PS Thanks a lot for your videos! They are super helpfull. Tomorrow I have my exam I feel prepared because of your videos.

[@valueinsights]

Hi Fleur Thanks for reaching out. Those two activities often have very thin borders, so to say. Planning cannot really happen without engagement, as you need to take care of all your stakeholders, especially if you have a new strategy to implement. However, in answer D it says that it's about informed decision making, which suggests that the engagement has already happened. The necessariy information has been gathered. SO now we need to make the necessary decision about what to include in our planning and what not. Therefore, it would be more about planning than engaging. And thank you very much for your kind feedback :) I am glad you liked the videos. Hope you passed the exam in the meantime. Let me know! Cheers, Alex

[@fleur578]

@@valueinsights Hi Alex, Thanks for your reply! I passed the exam!!! :D

[@valueinsights]

@@fleur578 That is amazing :) Congratulations and welcome to the community!

[@JaeMadayag]

@@fleur578 how was the exam? Planning to sit this year.

[@jccorner3268]

Awesome

[@valueinsights]

Thanks a lot!

[@myorigaccisbroken]

In question 6 you ask about "Knowledge Manamgement" but you never explain what that is in the e-learning videos :/

[@valueinsights]

That is indeed true, as the series only contains the most important topics. Unfortunately, I was not allowed to include more, as it would have made the series much bigger and it would have been against the regulations of Axelos and Peoplecert.

[@saikoroKizu]

Are these really exam questions, i mean difficulty is on the same level

[@valueinsights]

Hi Kizu These are not actual exam questions, but they are based on the official material and resemble the questions you may get during the exam. Cheers, Alex

[@saikoroKizu]

@@valueinsights thanks

[@TheHighLife4ev]

Most confusing set of questions so far

[@valueinsights]

Sorry to hear that.

[@majicMix911]

ITIL is designed by people who want your money, and make this corpo speak crap as hard as possible.

[@isaacsawyer1696]

Quite literally creating new definitions/meanings of all the words they use to create a proprietary dystopia of jargon. It is so counterintuitive to truly retain this stuff.