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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The Four Dimensions of Service Management | - Value Streams and Processes - Organizations and People - Information and Technology - Partners and Suppliers |
| ITIL Service Value System (SVS) | - Guiding Principles - Service Value Chain - Practices Overview - Continual Improvement - Governance |
| Service Management Key Concepts | - Value and Value Co-creation - Service Offerings - Service Relationships |
EXIN ITIL 4 Foundation Sample Questions:
Which is included in the purpose of the 'change enablement' practice?
- A. Ensure that risks have been properly assessed
- B. Make new and changed services available for use
- C. Record and report selected changes of state
- D. Plan and manage the full lifecycle of all IT assets
Correct Answer: A 🗳️
Which practice identifies metrics that reflect a customer experience of a service?
- A. Service level management
- B. Service desk
- C. Continual improvement
- D. Problem management
Correct Answer: A 🗳️
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as problems
- B. Service requests and their fulfilment should be automated as much as possible
- C. Service requests that cannot be automated should be handled as incidents
- D. Service requests and their fulfilment should be carried out by service desk staff without automation
Correct Answer: B 🗳️
What may form part of a service request procedure?
- A. The method of diagnosing the cause
- B. Authorization in accordance with a security policy
- C. The timescale for restoration of service
- D. Escalation to the appropriate change authority
Correct Answer: B 🗳️
Which guiding principle considers customer and user experience?
- A. Collaborate and promote visibility
- B. Focus on value
- C. Keep it simple and practical
- D. Start where you are
Correct Answer: B 🗳️
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