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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) |
| ITIL Service Value System (SVS) | - Continual improvement - Guiding principles - Service value chain - Governance - Opportunity, demand, and value |
| Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| 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:
What is a user?
- A. The role that authorizes budget for service consumption
- B. The role that uses services
- C. The role that directs and controls an organization
- D. The role that defines the requirements for a service
Correct Answer: B 🗳️
In which case would a problem be logged as part of the problem identification?
- A. When the cause is identified but not resolved
- B. After a workaround is identified and documented
- C. After receiving of error information from a supplier
- D. When a user reports an unplanned service interruption
Correct Answer: C 🗳️
What impact does automation have on a service desk?
- A. Increased phone contact and a reduced ability to focus on user experience
- B. Ability to work from a single centralized location
- C. Less low level work and a greater ability to focus on user experience
- D. Ability to work from multiple locations, geographically dispersed
Correct Answer: C 🗳️
What is the MAIN benefit of 'problem management'?
- A. Managing workarounds and known errors
- B. Maximizing the number of successful changes
- C. Reducing the number and impact of incidents
- D. Restoring normal service as quickly as possible
Correct Answer: C 🗳️
Which dimension includes the knowledge needed for the management of services?
- A. Partners and suppliers
- B. Value streams and processes
- C. Organizations and people
- D. Information and technology
Correct Answer: D 🗳️
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