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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Value and value co-creation - Products and services relationship - Organizations, service providers, service consumers |
| ITIL Practices Overview | - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) |
| Four Dimensions of Service Management | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
| ITIL Service Value System (SVS) | - Opportunity, demand, and value - Continual improvement - Service value chain - Guiding principles - Governance |
EXIN ITIL 4 Foundation Sample Questions:
1. Which statement about the 'optimize and automate' guiding principle is CORRECT?
A) Technology eliminates the need for human intervention
B) Automation is best applied to non-standard tasks
C) Automation frees human resources for more complex activities
D) Activities should be automated before they are optimized
2. 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
3. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A) A change model
B) A normal change
C) An emergency change
D) A standard change
4. Which term could be used to refer to a single person who has independently subscribed to a service?
A) Service provider
B) Service desk
C) Organization
D) Supplier
5. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
A) Incident management
B) Service request management
C) Service level management
D) Change enablement
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
