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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers |
| ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Governance - Service value chain - Opportunity, demand, and value |
| Four Dimensions of Service Management | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| 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) |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
A) Problem management
B) Service desk
C) Deployment management
D) Service configuration management
2. Which will help solve incidents more quickly?
A) Detailed procedural steps for incident investigation
B) Escalating all incidents to support teams
C) Collaboration between teams
D) Target resolution times
3. Which practice establishes a channel between the service provider and its users?
A) Supplier management
B) Service desk
C) Change enablement
D) Relationship management
4. Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
A) Incident management
B) Service request management
C) Continual improvement
D) Change enablement
5. Which is part of the 'focus on value' guiding principle?
A) Reducing the number of steps in the customer experience
B) Assessing services to identify parts that can be reused
C) Understanding what services help the service consumer
D) Identifying activities that can be achieved in smaller iterations
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
