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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Organizations, service providers, service consumers - Value and value co-creation - Products and services relationship |
| Four Dimensions of Service Management | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| 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) | - Service value chain - Opportunity, demand, and value - Governance - Guiding principles - Continual improvement |
EXIN ITIL 4 Foundation Sample Questions:
1. Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A) additional measurements
B) existing information
C) new methods
D) revised processes
2. Which activity is part of the 'continual improvement' practice?
A) Identifying the cause of incidents and recommending related improvements
B) Authorizing changes to implement improvements
C) Logging and managing incidents that result in improvement opportunities
D) Making business cases for improvement action
3. What is included in the purpose of the 'continual improvement' practice?
A) Creating collaborative relationships with key suppliers to realize new value
B) Ensuring that delivery of services is properly assessed, monitored, and improved against targets
C) Aligning the organization's practices and services with changing business needs
D) Identifying and continually improving relationships with and between stakeholders
4. Which practice identifies metrics that reflect a customer experience of a service?
A) Service desk
B) Service level management
C) Problem management
D) Continual improvement
5. Which dimension considers data security and privacy?
A) Organizations and people
B) Value streams and processes
C) Partners and suppliers
D) Information and technology
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: D |
