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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation |
| Four Dimensions of Service Management | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| 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) |
| ITIL Service Value System (SVS) | - Opportunity, demand, and value - Continual improvement - Governance - Service value chain - Guiding principles |
EXIN ITIL 4 Foundation Sample Questions:
1. 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) Organizations should use an additional model or method to link improvements to customer value
C) The flow of the model helps organizations to link improvements to its goals
D) The model is applicable to only certain parts of the service value system
2. Which dimension includes activities and workflows?
A) Information and technology
B) Organizations and people
C) Value streams and processes
D) Partners and suppliers
3. Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
A) Information and technology
B) Organizations and people
C) Value streams and processes
D) Partners and suppliers
4. What can be described as an operating model for the creation and management of products and services?
A) Governance
B) Service value chain
C) Practices
D) Guiding principles
5. Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
A) 3 and 4
B) 1 and 4
C) 1 and 2
D) 2 and 3
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
