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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Key Concepts | - Service Relationships - Value and Value Co-creation - Service Offerings |
| Topic 2: ITIL Service Value System (SVS) | - Practices Overview - Guiding Principles - Service Value Chain - Continual Improvement - Governance |
| Topic 3: The Four Dimensions of Service Management | - Information and Technology - Organizations and People - Value Streams and Processes - Partners and Suppliers |
EXIN ITIL 4 Foundation Sample Questions:
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
- A. Organize work into small manageable units
- B. Reduce the number of steps that produce tangible results
- C. Prohibit changes to plans after they have been finalized
- D. Analyze the whole situation in detail before taking any action
Correct Answer: A 🗳️
Why and how is a user MOST LIKELY to contact the service desk?
- A. To request access to a resource via a self-service portal
- B. To authorize an emergency change via live chat
- C. To discuss the cause of an incident via a phone call
- D. To report a problem using a mobile app
Correct Answer: A 🗳️
Which is a purpose of the 'relationship management' practice?
- A. To identify, analyze, monitor, and continually improve links with stakeholders
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To systematically observe services and service components
- D. To protect the information needed by the organization to conduct its business
Correct Answer: A 🗳️
What is the purpose of the 'problem management' practice?
- A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
- B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
- D. To protect the information needed by the organization to conduct its business
Correct Answer: A 🗳️
Which describes a 'change authority'?
- A. A model used to determine who will assess a change
- B. A way to manage the people aspects of change
- C. A person who approves a change
- D. A tool used to help plan changes
Correct Answer: C 🗳️
