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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Continual improvement - Governance - Opportunity, demand, and value |
| Four Dimensions of Service Management | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
| ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) |
| Key Concepts of Service Management | - Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which describes outcomes?
A. Results desired by a stakeholder
B. Tangible or intangible deliverables
C. Configuration of an organization's resources
D. Functionality offered by a product or service
Question 2
Which term is used to describe removing something that could have an effect on a service?
A. A problem
B. An incident
C. An IT asset
D. A change
Question 3
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Diagnose, investigate, resolve
B. Initiate, approve, fulfil
C. Acknowledge, classify, own
D. Schedule, assess, authorize
Question 4
Which component is focused on the activities needed by an organization to help it co-create value?
A. Practices
B. Service value chain
C. Guiding principles
D. Continual improvement
Question 5
Identity the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.
A. Reports
B. Source data
C. Assumptions
D. Risk management techniques
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: B |
