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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation |
| Topic 2: ITIL Service Value System (SVS) | - Opportunity, demand, and value - Continual improvement - Service value chain - Guiding principles - Governance |
| Topic 3: 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) |
| Topic 4: Four Dimensions of Service Management | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which statement about service offerings is CORRECT?
A. Service offerings describe service actions performed by users
B. Each service should be described to consumers as a single service offering
C. Service offerings include the transfer of goods from the consumer to the provider
D. The same product can be used as a basis for more than one service offering
Question 2
Which is an activity of the 'problem management' practice?
A. Prioritization of problems based on the risk that they pose
B. Restoration of normal service operation as quickly as possible
C. Resolution of incidents in a time that meets customer expectations
D. Authorization of changes to resolve the cause of problems
Question 3
What must always be done before an activity is automated?
A. Ensure that DevOps has been successfully implemented
B. Check that suitable new technology has been purchased
C. Check that the activity has already been optimized
D. Ensure the solution removes the need for human intervention
Question 4
Which practice ensures that a variety of access channels are available for users to report issues?
A. Change enablement
B. Service level management
C. Service desk
D. Incident management
Question 5
Which is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Automating service requests to the greatest degree possible
C. Providing good-quality updates when expected
D. Performing service reviews with customers
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: C | Question 5 Answer: C |
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