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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| Key Concepts of Service Management | - Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers |
| ITIL Service Value System (SVS) | - Governance - Opportunity, demand, and value - Guiding principles - Service value chain - Continual improvement |
| ITIL Practices Overview | - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Change enablement
B. Service level management
C. Problem management
D. Service request management
Question 2
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
A. Keep it simple and practical
B. Focus on value
C. Start where you are
D. Think and work holistically
Question 3
What is included in the purpose of the 'continual improvement' practice?
A. Ensuring that delivery of services is properly assessed, monitored, and improved against targets
B. Creating collaborative relationships with key suppliers to realize new value
C. Identifying and continually improving relationships with and between stakeholders
D. Aligning the organization's practices and services with changing business needs
Question 4
In which situation will incident management USUALLY use a separate process?
A. Where the cause must be diagnosed
B. For information security incidents
C. Where no target resolution time exists
D. For low impact incidents
Question 5
Which practice nurtures links with stakeholders at strategic and tactical levels?
A. Relationship management
B. Service desk
C. Supplier management
D. Service level management
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: A |
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