Continue to explore ITIL® 4 foundation with our officially accredited ITIL® 4 eLearning at: learnify.anewspring.com/do?action=viewProduct&id=1 - 5.5 hours of videos, official exam and 7 mock exams simulations included.
You're most welcome, but which question do you mean? Perhaps I can clarify. But generally, you are right. The questions seek the most correct answer based on the ITIL 4 Foundation curriculum. All the best, Alex
Hi, Alex. I find your tutorial very informative and engaging. It's my first time working in an environment that happens to facilitate this kind of certification and I am very happy I found this channel since I have like zero idea what ITIL is. I keep on listening and practice myself in your provided mock exams. Thank you for sharing this and I hope to pass my certification exam soon.
Hi Tin Thank you so much for your kind words. I am really glad that you found the videos and that you find them helpful. I really tried to make it as clear and digestable as possible. Should you have any further questions please don't hesitate to contact me. I am happy to help and I wish you all the best for your exam. Let me know how it went. Cheers, Alex
I'm struggling to agree with the answer to the final question being A. The fact that users are complaining should really make this a Continual Improvement activity in which more info should be gathered first, rather than jumping into a solution (which is A) that would make B, C and D (collectively) a better-rounded response. Maybe it could have just been written differently or the answers more coherently.
You are absolutely right. The more holistic approach, as you said, would contain a bit of analysis and a lot of engagement with the different stakeholders to understand the situation, allowing us to provide a much more sustainable solution. However, since the question and the answers have been written like this, and considering the fact that only one answer can be selected, only A can be the correct answers. The format of the questions is intentional, as it is supposed to mimic the actual exam questions. The goal is to raise the awareness to how the actual exam questions always try to showcase the thinking and logic if ITIL.
@@valueinsights and you succeeded in that goal. I watched all of these flash card videos and they helped me pass Foundation just yesterday. As someone who lived and breathed ITIL3 for a decade, the main hump for me was the SVS and SVC, along with the nuance of the guiding principles (very similar to Agile). These really helped me - thank you.
I, too, am struggling with A being the correct answer. Organizations vary in the responsibilities of a team lead, and I think, in most cases, the lead implements rather than making then putting decisions into action. To me, the answer would be to collect relevant information and bring it to the attention of the desk supervisor. If then a script is the approved solution, the lead can implement it.
Hey Alex, Nice job and very informative! Im planning to take my itil 4 this week. Two questions -Are the questions simular to your mock? Can i expect the same way of style? -Syllabus said that 60% of the questions are 'practices'. What do they mean? How practices contributes with svc? Thanks!
Hi Thanks a lot for your kind feedback. Keeping my fingers crossed for your exam. The questions will have a similar style. There might be easier ones and harder ones. And yes, a lot of questions are about the purpose of the seven most important practices and how they contribute to the SVC. All the best, Alex
Hi Shubha Thank you for your kind feedback. The questions are still valid, as the material has not changed since the conception of the videos. All the best for your exam and best Regards, Alex
In the end, it comes down to the question "Does the Service Desk have the capabilities and technical possibilities to solve an Incident" They could also be involved in more technical issues, Changes, Problems or even Major Incidents. But in the end, the Service Desk is supposed to have a strong focus on users and customers, while still maintaining some technical know-how. Finding the balance here is the key.
These videos are GREAT!! However I am concerned now, because I've been using Axelos practice test (both learn and Exam Mode) and they are NOTHING like these questions. How close are these questions to the real exam questions? Thanks in Advance!
Hi Tony Our questions are based on the official materials and are meant to mimic the actual questions. Nevertheless, they are not the same as nobody besides Axelos and PeopleCert has access to the official questions. Therefore, we cannot guarantee, that you will see the same questions during your exam. The questions we offer, are meant to check your basic understanding on the matter. If you master thesea and the rest we have on our webpage, you sould have a good foundation to pass the exam. But, I also suggest to check out our exam prer vide series for ITIL 4 Foundation. Cheers, Alex
Hi Kaila I am sorry, but I am not sure about your questions. Did you mean to post it on the Flash Card 2 video? Here question 9 is about how Information Security Management support Design and Transition. Best Regards, Alex
Hi Sindhu Yes, the questions in all of the videos are still valid. Actually, they are pretty fresh :) Let me know in case of questions. Happy to help. Best Regards, Alex
Well, there is a chance you will get these or similar questions, but that might be a bit slim. There will be others as well, but most of them concentrate on definitions and the purpose of the most important practices. Keeping my fingers crossed for your exam. Cheers, Alex
Hi John Technically, you are correct. Incidents are generally events. Most exceptional type events are incidents. But from a user perspective, you can also see them as the need for a solution, as something is not working. While there might be a more correct answer to the questions of what the difference between a Service Request and an Incident is, you need to find the best one from the possible options. There are some questions like this in the exam question pool. Not a lot though. All the best, Alex
Don't really agree with the last question... Everyone knows that you can have the same problem with different solutions or causes. Using a text script not only tries to assume its the same solution... But it also limits growth of the techs and doesnt allow for flexibility and causes more risk.....basically that's what a knowledge base is for
Hello Thank you very much for your comment. I completely agree with your point of view, however there are two aspects here: 1. The question doesn't talk about problems and solutions. It only talks about quality of the interaction with the Service Desk and of situations the customer might experience. If your customer requires standard quality, that this should be one of your top areas of focus. 2. If the questions would be talking about how well Incidents are solved, I completely agree, that a good Knowledge Management would be the solution in real life. However, the answers needs to be selected out of the 4 shown ones. The same principle also applies during the real exam. You need to find the best answer out of the shown answers, even though, in real life something else might be better. Hope this helps. All the best, Alex
Hi The answer to this questions is not supposed to be an activity. It is about how the the practice supports a certain value chain activity. So basically it asks, what configuration management can do to support deliving and supporting our services. And this can be done best by providing relevant information about our CIs. Hope this helps clarifying. Cheers, Alex
Question 10: The answer on the exam may be 'A', but B.S. in real life. In real life you have to look at your metrics and try to understand the reason why feedback is what it is before blindly introducing process changes. I'll go with it if it comes up on the exam, but totally not true in reality.
You are totally right, however the question specifically talks about differences in the quality of ticket handling. And answer D would suggest measuring the amount of tickets, which are handled by the agent, which does not stand in direct correlation with the problem of varying quality. What I want to say with this is, that if you get questions in the exam, that talk about specific problems in a specific scenario (like this one), the answer must address the issue at hand. And while real life looks very different, due to additional factors, which have not been mentioned in a question, during the exam you will need to focus on the exact wording. Luckily, there are not a lot of questions like this. Most are about terminology, definitions and the purpose statements of the practices. Cheers, Alex
The last question is a bit silly. In the real world you would do both A and B. Why wouldn't you talk to the agents that had the complaints made against them??
@@FarleyRuss Hi Farley, thanks for your kind feedback. I am happy that our videos helped you. And congratulations in the amazing score. Regarding your question. In real life, most companies do things quite differently, than described in ITIL. You would not want to ask the customer for the names of the agents, as they will most probably not know/remember. And even knowing the name probably and talking to the agent might feel a bit like finger pointing. Besides, talking to the agents will still lead to varying results, as they will still use their own wording. And that might be totally fine in real life, but it doesn't solve the issue posed in the question. The problem is varying quality, which is best solved by using text templates/scripts. Hope this helps clarifying. Cheers, Alex
@@FarleyRuss No worries. I sure understand, that some of the questions might sound silly and far away from reality. But ITIL Foundation is all about the theory, the best case scenarios.
Every time I am sure of an answer I get it wrong. I even break the question down into concepts and pull up definitions for those in my head and blend them together. Nope. Wrong. FAIL.
I am sorry to hear. In that case, I would suggest to check out our quiz here: valueinsights.ch/-itil-4-foundation-exam-quiz You can also download 40 free mock exam questions. All the best, Alex
Hi Alex, what’s your last name to search you in LinkedIn? Im watching your videos and I really like them. Im preparing to take ITIL pretty soon. Thanks!!
Continue to explore ITIL® 4 foundation with our officially accredited ITIL® 4 eLearning at: learnify.anewspring.com/do?action=viewProduct&id=1 - 5.5 hours of videos, official exam and 7 mock exams simulations included.
Passed my exam today 37/40. Your course is hands down the best and easiest one to digest. Thank you 🙏🏽
I am very happy, that you liked our videos and that they helped you pass your exam.
Congratulations and welcome to the community.
Cheers,
Alex
Looks like when you have 2 correct answers, your only choice is to choose the better answer 😀 or the most correct one. Thank you for this video.
You're most welcome, but which question do you mean? Perhaps I can clarify.
But generally, you are right. The questions seek the most correct answer based on the ITIL 4 Foundation curriculum.
All the best,
Alex
I passed the exam thank you value insight on point
Congratulations and welcome to the community!
Glad our videos helped you.
Cheers,
Alex
Hi, Alex. I find your tutorial very informative and engaging. It's my first time working in an environment that happens to facilitate this kind of certification and I am very happy I found this channel since I have like zero idea what ITIL is. I keep on listening and practice myself in your provided mock exams. Thank you for sharing this and I hope to pass my certification exam soon.
Hi Tin
Thank you so much for your kind words. I am really glad that you found the videos and that you find them helpful.
I really tried to make it as clear and digestable as possible.
Should you have any further questions please don't hesitate to contact me. I am happy to help and I wish you all the best for your exam.
Let me know how it went.
Cheers,
Alex
Thank you for your helpful video; it helped me pass the exam!
You're most welcome and congratulations!
I am happy, that our materials helped you.
Cheers,
Alex
I'm struggling to agree with the answer to the final question being A. The fact that users are complaining should really make this a Continual Improvement activity in which more info should be gathered first, rather than jumping into a solution (which is A) that would make B, C and D (collectively) a better-rounded response.
Maybe it could have just been written differently or the answers more coherently.
You are absolutely right.
The more holistic approach, as you said, would contain a bit of analysis and a lot of engagement with the different stakeholders to understand the situation, allowing us to provide a much more sustainable solution.
However, since the question and the answers have been written like this, and considering the fact that only one answer can be selected, only A can be the correct answers.
The format of the questions is intentional, as it is supposed to mimic the actual exam questions.
The goal is to raise the awareness to how the actual exam questions always try to showcase the thinking and logic if ITIL.
@@valueinsights and you succeeded in that goal. I watched all of these flash card videos and they helped me pass Foundation just yesterday.
As someone who lived and breathed ITIL3 for a decade, the main hump for me was the SVS and SVC, along with the nuance of the guiding principles (very similar to Agile).
These really helped me - thank you.
@@GreyFoxNinjaFan Well, that is so great to hear. I am really glad that they helped you pass the exam. Congratulations and welcome to the club :)
I, too, am struggling with A being the correct answer. Organizations vary in the responsibilities of a team lead, and I think, in most cases, the lead implements rather than making then putting decisions into action. To me, the answer would be to collect relevant information and bring it to the attention of the desk supervisor. If then a script is the approved solution, the lead can implement it.
@@valueinsights Good point. I think D is the best response in the real world. Passing the ITIL exam is the goal here.
Hey Alex, Nice job and very informative! Im planning to take my itil 4 this week. Two questions
-Are the questions simular to your mock? Can i expect the same way of style?
-Syllabus said that 60% of the questions are 'practices'. What do they mean? How practices contributes with svc?
Thanks!
Hi
Thanks a lot for your kind feedback.
Keeping my fingers crossed for your exam.
The questions will have a similar style. There might be easier ones and harder ones.
And yes, a lot of questions are about the purpose of the seven most important practices and how they contribute to the SVC.
All the best,
Alex
Very informative. admire your narration
Hi Ananya
Many thanks for your kind words.
Glad you liked my style.
All the best,
Alex
Thanks!
Hi Kayla
Thank you so much for your support :) We appreciate that very much.
I am glad you found the videos helpful.
All the best,
Alex
Good learning resource
Thanks a lot for your feedback. Much appreciated!
Hello, Very useful video. Hope the questions are valid for current certification too
Hi Shubha
Thank you for your kind feedback.
The questions are still valid, as the material has not changed since the conception of the videos.
All the best for your exam and best Regards,
Alex
@@valueinsights Thank You Alex 🙂 Great Work 👍
@@shubhamohanan6411 Thank you!
I love the explanation thanks a lot
Thanks a lot for your feedback, Kanne.
I am glad you like them.
Cheers,
Alex
so service desk can be in charge of solving minor incidents, but if the issue needs to be escalated, they categorise it accordingly and pass it on?
In the end, it comes down to the question "Does the Service Desk have the capabilities and technical possibilities to solve an Incident"
They could also be involved in more technical issues, Changes, Problems or even Major Incidents.
But in the end, the Service Desk is supposed to have a strong focus on users and customers, while still maintaining some technical know-how.
Finding the balance here is the key.
These videos are GREAT!! However I am concerned now, because I've been using Axelos practice test (both learn and Exam Mode) and they are NOTHING like these questions. How close are these questions to the real exam questions?
Thanks in Advance!
Hi Tony
Our questions are based on the official materials and are meant to mimic the actual questions. Nevertheless, they are not the same as nobody besides Axelos and PeopleCert has access to the official questions.
Therefore, we cannot guarantee, that you will see the same questions during your exam.
The questions we offer, are meant to check your basic understanding on the matter.
If you master thesea and the rest we have on our webpage, you sould have a good foundation to pass the exam.
But, I also suggest to check out our exam prer vide series for ITIL 4 Foundation.
Cheers,
Alex
@@valueinsights I definitely will! Thanks for the reply!
@@tonyjaquez3595 no problem at all. Let me know in case of questions. Happy to help.
@@matthewharris3605 hey can at least you answer your own question now??
Hello! For answer 9 I’m confused as to why that isn’t deployment management
Hi Kaila
I am sorry, but I am not sure about your questions.
Did you mean to post it on the Flash Card 2 video?
Here question 9 is about how Information Security Management support Design and Transition.
Best Regards,
Alex
Hi , Is this ques still valid? I have to take my exam in another 2 weeks
Hi Sindhu
Yes, the questions in all of the videos are still valid. Actually, they are pretty fresh :)
Let me know in case of questions. Happy to help.
Best Regards,
Alex
@@valueinsights thank you
If i get the questions tomorrow as in these test ones, i will be grand!! 🤣 But will i ? 😳🤫🤷♀
Well, there is a chance you will get these or similar questions, but that might be a bit slim.
There will be others as well, but most of them concentrate on definitions and the purpose of the most important practices.
Keeping my fingers crossed for your exam.
Cheers,
Alex
Thanks Alex
You are most welcome Tobi :)
I can’t seem to understand how an incident is a request. I thought it was more of an event.
Hi John
Technically, you are correct. Incidents are generally events. Most exceptional type events are incidents.
But from a user perspective, you can also see them as the need for a solution, as something is not working.
While there might be a more correct answer to the questions of what the difference between a Service Request and an Incident is, you need to find the best one from the possible options.
There are some questions like this in the exam question pool. Not a lot though.
All the best,
Alex
Don't really agree with the last question... Everyone knows that you can have the same problem with different solutions or causes. Using a text script not only tries to assume its the same solution... But it also limits growth of the techs and doesnt allow for flexibility and causes more risk.....basically that's what a knowledge base is for
Hello
Thank you very much for your comment.
I completely agree with your point of view, however there are two aspects here:
1. The question doesn't talk about problems and solutions. It only talks about quality of the interaction with the Service Desk and of situations the customer might experience. If your customer requires standard quality, that this should be one of your top areas of focus.
2. If the questions would be talking about how well Incidents are solved, I completely agree, that a good Knowledge Management would be the solution in real life. However, the answers needs to be selected out of the 4 shown ones.
The same principle also applies during the real exam. You need to find the best answer out of the shown answers, even though, in real life something else might be better.
Hope this helps.
All the best,
Alex
Hi Alex, are these questions still valid?
Hi
Yes, still valid in 2024. The original, official exam question pool has not been changed since the upload of these videos.
All the best,
Alex
The answer to question 5 sounds more like a random fact than an actual activity.
Hi
The answer to this questions is not supposed to be an activity. It is about how the the practice supports a certain value chain activity.
So basically it asks, what configuration management can do to support deliving and supporting our services.
And this can be done best by providing relevant information about our CIs.
Hope this helps clarifying.
Cheers,
Alex
@@valueinsights Thank you!
Question 10: The answer on the exam may be 'A', but B.S. in real life. In real life you have to look at your metrics and try to understand the reason why feedback is what it is before blindly introducing process changes. I'll go with it if it comes up on the exam, but totally not true in reality.
You are totally right, however the question specifically talks about differences in the quality of ticket handling. And answer D would suggest measuring the amount of tickets, which are handled by the agent, which does not stand in direct correlation with the problem of varying quality.
What I want to say with this is, that if you get questions in the exam, that talk about specific problems in a specific scenario (like this one), the answer must address the issue at hand.
And while real life looks very different, due to additional factors, which have not been mentioned in a question, during the exam you will need to focus on the exact wording.
Luckily, there are not a lot of questions like this.
Most are about terminology, definitions and the purpose statements of the practices.
Cheers,
Alex
Did you take the exam yet?
The last question is a bit silly. In the real world you would do both A and B. Why wouldn't you talk to the agents that had the complaints made against them??
Other than that, thank you very much for these videos. It helped me pass 38/40
@@FarleyRuss Hi Farley, thanks for your kind feedback. I am happy that our videos helped you. And congratulations in the amazing score.
Regarding your question.
In real life, most companies do things quite differently, than described in ITIL.
You would not want to ask the customer for the names of the agents, as they will most probably not know/remember.
And even knowing the name probably and talking to the agent might feel a bit like finger pointing.
Besides, talking to the agents will still lead to varying results, as they will still use their own wording. And that might be totally fine in real life, but it doesn't solve the issue posed in the question.
The problem is varying quality, which is best solved by using text templates/scripts.
Hope this helps clarifying.
Cheers,
Alex
@valueinsights thanks for your reply. I didn't mean to use the word silly, sorry. It does make sense..I want to focus on service management now
@@FarleyRuss No worries. I sure understand, that some of the questions might sound silly and far away from reality.
But ITIL Foundation is all about the theory, the best case scenarios.
Üdv Alex!
Szia Csilla :)
Every time I am sure of an answer I get it wrong. I even break the question down into concepts and pull up definitions for those in my head and blend them together. Nope. Wrong. FAIL.
Hi Daniel
I am sorry to hear that.
If you have any specific question regarding that matter, I am happy to elaborate.
All the best,
Alex
I got very less marks 🥺🥺
I am sorry to hear.
In that case, I would suggest to check out our quiz here: valueinsights.ch/-itil-4-foundation-exam-quiz
You can also download 40 free mock exam questions.
All the best,
Alex
Hi Alex, what’s your last name to search you in LinkedIn? Im watching your videos and I really like them. Im preparing to take ITIL pretty soon. Thanks!!
Hi Aristides
Thank you very much for the kind feedback. Glad you like them :)
You can find me here: www.linkedin.com/in/iamalexschmidt/
Cheers,
Alex