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.

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.

@valueinsights

2 жыл бұрын

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

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.

@valueinsights

10 ай бұрын

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

Very informative. admire your narration

@valueinsights

2 жыл бұрын

Hi Ananya Many thanks for your kind words. Glad you liked my style. All the best, Alex

Thanks!

@valueinsights

Жыл бұрын

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

Thank you for your helpful video; it helped me pass the exam!

@valueinsights

Ай бұрын

You're most welcome and congratulations! I am happy, that our materials helped you. Cheers, Alex

I love the explanation thanks a lot

@valueinsights

Жыл бұрын

Thanks a lot for your feedback, Kanne. I am glad you like them. Cheers, Alex

Good learning resource

@valueinsights

2 жыл бұрын

Thanks a lot for your feedback. Much appreciated!

Thanks Alex

@valueinsights

2 жыл бұрын

You are most welcome Tobi :)

I passed the exam thank you value insight on point

@valueinsights

Жыл бұрын

Congratulations and welcome to the community! Glad our videos helped you. Cheers, Alex

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!

@valueinsights

2 жыл бұрын

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

Hello, Very useful video. Hope the questions are valid for current certification too

@valueinsights

2 жыл бұрын

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

@shubhamohanan6411

2 жыл бұрын

@@valueinsights Thank You Alex 🙂 Great Work 👍

@valueinsights

2 жыл бұрын

@@shubhamohanan6411 Thank you!

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?

@valueinsights

2 жыл бұрын

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.

Hello! For answer 9 I’m confused as to why that isn’t deployment management

@valueinsights

11 ай бұрын

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

Üdv Alex!

@valueinsights

3 жыл бұрын

Szia Csilla :)

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!

@valueinsights

2 жыл бұрын

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

@tonyjaquez3595

2 жыл бұрын

@@valueinsights I definitely will! Thanks for the reply!

@valueinsights

2 жыл бұрын

@@tonyjaquez3595 no problem at all. Let me know in case of questions. Happy to help.

@capjus

Жыл бұрын

@@matthewharris3605 hey can at least you answer your own question now??

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.

@valueinsights

2 жыл бұрын

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.

@GreyFoxNinjaFan

2 жыл бұрын

@@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.

@valueinsights

2 жыл бұрын

@@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 :)

@webnameking

2 жыл бұрын

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.

@davekunkel7832

2 жыл бұрын

@@valueinsights Good point. I think D is the best response in the real world. Passing the ITIL exam is the goal here.

Hi , Is this ques still valid? I have to take my exam in another 2 weeks

@valueinsights

2 жыл бұрын

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

@sindhuram8203

2 жыл бұрын

@@valueinsights thank you

I can’t seem to understand how an incident is a request. I thought it was more of an event.

@valueinsights

Жыл бұрын

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

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.

@valueinsights

Жыл бұрын

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

@isaacsawyer1696

Жыл бұрын

Did you take the exam yet?

If i get the questions tomorrow as in these test ones, i will be grand!! 🤣 But will i ? 😳🤫🤷‍♀

@valueinsights

Жыл бұрын

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

The answer to question 5 sounds more like a random fact than an actual activity.

@valueinsights

Ай бұрын

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

@darman210

Ай бұрын

@@valueinsights Thank you!

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

@valueinsights

2 жыл бұрын

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

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

11 ай бұрын

Other than that, thank you very much for these videos. It helped me pass 38/40

@valueinsights

11 ай бұрын

​@@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

11 ай бұрын

@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

@valueinsights

11 ай бұрын

@@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.

I got very less marks 🥺🥺

@valueinsights

2 жыл бұрын

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

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.

@valueinsights

Жыл бұрын

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

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!!

@valueinsights

3 жыл бұрын

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