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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) |
| Key Concepts of Service Management | - Value and value co-creation - Organizations, service providers, service consumers - Products and services relationship |
| ITIL Service Value System (SVS) | - Opportunity, demand, and value - Continual improvement - Governance - Guiding principles - Service value chain |
| Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?
A. Progress iteratively with feedback
B. Keep it simple and practical
C. Start where you are
D. Think and work holistically
Question 2
Which statement about the 'continual improvement model' is CORRECT?
A. Organizations should work through the steps of the model in the sequence in which they are presented
B. The flow of the model helps organizations to link improvements to its goals
C. Organizations should use an additional model or method to link improvements to customer value
D. The model is applicable to only certain parts of the service value system
Question 3
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Outcomes
B. Warranty
C. Utility
D. Value
Question 4
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. The failure of an IT service
C. A compliment about an IT support team
D. An emergency change to implement a security patch
Question 5
What should be considered as part of the 'partners and suppliers' dimension?
A. The level of integration and formality involved in the relationships between organizations
B. The required skills and competencies of teams and individual members of the organization
C. The information created, managed and used in the course of service provision and consumption
D. The activities, workflows, controls and procedures needed to achieve the agreed objectives
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: A |
