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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| 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 | - Organizations, service providers, service consumers - Value and value co-creation - Products and services relationship |
| ITIL Service Value System (SVS) | - Governance - Service value chain - Continual improvement - Guiding principles - Opportunity, demand, and value |
EXIN ITIL 4 Foundation Sample Questions:
1. Why and how is a user MOST LIKELY to contact the service desk?
A) To request access to a resource via a self-service portal
B) To report a problem using a mobile app
C) To authorize an emergency change via live chat
D) To discuss the cause of an incident via a phone call
2. Which includes governance, management practices, and continual improvement?
A) The 'value stream and processes' dimension
B) The 'deliver and support' value chain activity
C) The service value system
D) The 'focus on value' guiding principle
3. What impact does automation have on a service desk?
A) Ability to work from a single centralized location
B) Ability to work from multiple locations, geographically dispersed
C) Less low level work and a greater ability to focus on user experience
D) Increased phone contact and a reduced ability to focus on user experience
4. Which practice recommends using tools for collaboration and the automated matching of symptoms?
A) Incident management
B) Service level management
C) Problem management
D) Service request management
5. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A) Relationship management
B) Service desk
C) Supplier management
D) Change control
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A |
