ITIL 4 Foundation

The ITIL 4 Foundation is the credential that AXELOS Limited designs, markets, delivers, and owns as the lowest level of its certification in the information technology service management.

Certification exam

Knowledge scope

Main wikipage: ITIL Foundation 4e by Axelos

o The purpose of the ITIL 4 Foundation publication is to introduce readers to the management of the modern IT-enabled services, provide them with an understanding of the common language and key concepts and show them how they can improve their work and the work of their organization with ITIL 4 guidance
● The Need for Service Management
o Technology is advancing faster today than ever before. Developments such as cloud computing, infrastructure as a service, machine learning, and blockchain, have opened fresh opportunities for value creation, and led to IT becoming an important business driver and source of competitive advantage.
▪ Every organization is a service organization
▪ Almost all services today are IT enabled
▪ Service management is defined as a set of specialized organizational capabilities for enabling value to customers in the form of services.

Mechanics

o 60 minutes
▪ Candidates taking the exam in a language that is not in their native or working language may be awarded 25% extra time, i.e. 75 minutes in total
o 40 questions, each question is worth 1 mark
▪ 'standard'
▪ 'missing word'
▪ 'list' (2 correct items)
▪ Very rarely, 'negative' ("what is NOT…")
o Pass mark: 65% or higher (26 marks or above)
o Bloom's levels 1 and 2
▪ 9 questions at Bloom's Level 1 (Recall) = 22.5%
▪ 31 questions at Bloom's Level 2 (Understand, Describe, Explain) = 77.5%

Key concepts

Service Management

Main wikipage: Service management

Four Dimensions

Main wikipage: Four dimensions of service management

Value System

Main wikipage: Service value system

Guiding Principles

Main wikipage: ITIL guiding principles

Value Chain

Main wikipage: ITIL service value chain

Practices

Main wikipage: ITIL practices

Tips

What Should I Do Now?
● Take practice exams
o There are 2 full-length practice exams included in this course for free
o You should aim to score a 75% or higher on your practice exams
▪ The real certification only requires a 65% or higher to pass
▪ Aim higher to ensure a pass on exam day!
o If you need additional practice exams, check Udemy, or other reputable sources.
● Order your exam voucher
o When you feel confident, order your exam voucher.
o These vouchers will let you take the exam from any location worldwide
o You will take the exam at PeopleCert.org using the "Web Proctoring Service"
▪ You will need a webcam and microphone to take the exam
● Schedule your exam
o Once you have your voucher, use the directions included with your voucher to create your free PeopleCert and schedule your exam
● Take the exam
o On exam day, your desk must be clean of all materials
o You may have a single piece of clean white paper to use on the exam and a pen/pencil to take notes during the exam
o You will need a Photo ID to prove to the proctor who you are before starting the exam
▪ Add "ITIL 4 Foundation certified" to your resume or CV

Where Do I Go From Here?
● ITIL 4 Foundation is just the first certification in the ITIL path to becoming an ITIL Master
● When you are ready to move up the certification path, choose either the Managing Professional or Strategic Leader path to begin.
● Come back and join us in our courses dedicated to passing each of the ITIL Specialist, ITIL Strategist, or ITIL Leade certification exams!