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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Service Value System (SVS) - Guiding Principles - Four Dimensions of Service Management |
| Topic 2: Service Value Chain Activities | |
| Topic 3: Continual Improvement | |
| Topic 4: ITIL Practices | - General Management Practices - Technical Management Practices - Service Management Practices |
EXIN ITIL 4 Foundation Sample Questions:
1. Which describes a 'change authority'?
A) A tool used to help plan changes
B) A model used to determine who will assess a change
C) A person who approves a change
D) A way to manage the people aspects of change
2. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A) Service consumption
B) Service provision
C) Service offering
D) Service management
3. Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A) Problem management
B) Change enablement
C) Service level management
D) Service request management
4. Which is a recommendation applying the guiding principle 'keep it simple and practical'?
A) Fast does not mean incomplete
B) If a practice is easier to follow it is more likely to be adopted
C) Communicate in a way the audience can hear
D) Sometimes nothing from the current state can be re-used
5. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
A) Problem management
B) Service level management
C) Service request management
D) Incident management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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