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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Topic 2: Four Dimensions of Service Management | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
| Topic 3: Key Concepts of Service Management | - Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers |
| Topic 4: ITIL Service Value System (SVS) | - Governance - Opportunity, demand, and value - Continual improvement - Guiding principles - Service value chain |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
A. Monitoring and event management
B. Change enablement
C. Service level management
D. Service desk
Question 2
Which value chain activity is concerned with the availability of service components?
A. Deliver and support
B. Plan
C. Obtain/build
D. Design and transition
Question 3
Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
A. Improve
B. Consider
C. Discard
D. Re-use
Question 4
What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
B. An up-to-date balanced scorecard
C. Accurate and carefully analysed data
D. A recent maturity assessment
Question 5
In service relationships, what is a benefit of identifying consumer roles?
A. It enables a common definition of value
B. It enables effective stakeholder management
C. It provides shared service expectations
D. It removes constraints from the customer
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: B |
