ITIL Foundation Exam

The ITIL 4 Foundation Certification is a professional qualification in the field of IT Service Management. It provides an understanding of service management concepts and the new framework ITIL 4.

There are no mandatory prerequisites. Work experience in IT Service management is recommended.

Target Audience

• Individuals at the start of their journey in Service Management
• ITSM Managers and aspiring ITSM Managers
• Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
• Existing ITIL qualification holders wishing to update their knowledge.

ITIL Foundation Exam Format

• Language: English and French
• Duration: 60 minutes
  • 25% extra time if you take the exam in a language that is not your native language
• Materials: No materials
  • Closed book exam: books or notes are not permitted
• Questions: 40
  • All 40 questions are Objective Test Questions (OTQs)
• Pass Mark : 26 marks or above
• Level of Thinking: Bloom’s levels 1 & 2
• Exam Format: Online
• Certificate Format: Online
  • Online certificate is usually included in the exam fee, you could ask for a paper certificate to the Exam institute after your exam

ITIL Foundation Exam Sample Questions

The questions are all ‘multiple choice’. They are of four types: Standard, List, Missing word and Negative.

Example of “standard” OTQ:

Which is a source of best practice?
a) Q
b) P
c) R
d) S

Example ‘List’ OTQ:

Which statement about service asset and configuration management is CORRECT?
1. It does Q
2. It does P
3. It does R
4. It does S

a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4

NOTE: Two of the list items are correct. List style questions are never negative.

Example ‘Missing Word’ OTQ

Identify the missing word(s) in the following sentence.

A [?] defines requirements for services and takes responsibility for outcomes from service consumption.

a) Role Q
b) Role P
c) Role R
d) Role S

Example ‘Negative’ standard OTQ:

Which is NOT a defined area of value?
a) Q
b) P
c) R
d) S

NOTE: Negative questions are only used as an exception, where part of the learning outcome is to know that something is not done or should not occur.

ITIL Foundation Objectives

This exam has been developed to assess whether you as an IT professional can demonstrate sufficient understanding of the ITIL 4 service management framework.

You need to pass the ITIL 4 Foundation examination to access the ITIL 4 higher level qualifications.

As candidate you need to demonstrate the achievement of these learning outcomes:

• Understand the key concepts of Service Management
• Understand how the ITIL guiding principles can help an organisation adopt and adapt service management
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL Service Value System
• Understand the activities of the Service Value Chain, and how they interconnect
• Know the purpose and terms of the 15 ITIL practices
• Understand 7 ITIL practices

ITIL Foundation Certificate

The ITIL Foundation certifications have to be renewed every three years

There are three main renewal paths available:

• Retake the same exam
• Take further courses and certifications within the same product suite*, before the renewal date.
• Collect and log CPD (continuing professional development) points.

*ITIL 4 Product Suite: All ITIL 4 certifications

QRP International is an ITIL Accredited Training Organisation (ATO) by PeopleCert, is authorised to deliver ITIL 4 Foundation courses and can prepare you for the examination leading to the ITIL 4 Foundation Certificate in IT Service Management.

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