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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Four Dimensions of Service Management | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| ITIL Service Value System (SVS) | - Governance - Service value chain - Opportunity, demand, and value - Continual improvement - Guiding principles |
| Key Concepts of Service Management | - Organizations, service providers, service consumers - Value and value co-creation - Products and services relationship |
EXIN ITIL 4 Foundation Sample Questions:
1. Which guiding principle considers customer and user experience?
A) Keep it simple and practical
B) Collaborate and promote visibility
C) Start where you are
D) Focus on value
2. What is the definition of a problem?
A) Any change of state that has significance for the management of a configuration item (CI)
B) An unplanned interruption to a service, or reduction in the quality of a service
C) An incident for which a full resolution is not yet available
D) A cause, or potential cause, of one or more incidents
3. What is a change schedule PRIMARILY used for?
A) To help authorize standard changes
B) To help assign a change authority
C) To help plan emergency changes
D) To help manage normal changes
4. Which statement about service offerings is CORRECT?
A) Each service should be described to consumers as a single service offering
B) Service offerings include the transfer of goods from the consumer to the provider
C) The same product can be used as a basis for more than one service offering
D) Service offerings describe how providers and consumers cooperate to co-create value
5. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
A) Service request management
B) Service level management
C) Change enablement
D) Incident management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
