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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Governance - Opportunity, demand, and value - Service value chain - Guiding principles - Continual improvement |
| 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) - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) |
| Key Concepts of Service Management | - Products and services relationship - Organizations, service providers, service consumers - Value and value co-creation |
EXIN ITIL 4 Foundation Sample Questions:
1. Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A) Understanding the organization's vision
B) Meeting stakeholder expectations
C) Understanding stakeholder needs
D) Ensuring service components are available
2. What are guiding principles?
A) A set of specialized organizational capabilities for enabling value for customers
B) A set of interconnected activities that help an organization deliver a valuable service
C) Recommendations that help an organization when adopting a service management approach
D) A description of one or more services that help address the needs of a target consumer group
3. What is MOST LIKELY to be handled as a service request?
A) The implementation of a workaround
B) Providing a virtual server for a development team
C) An emergency change to apply a security patch
D) Managing an interruption to a service
4. Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term
A) 1 and 4
B) 2 and 3
C) 3 and 4
D) 1 and 2
5. What should all 'continual improvement' decisions be based on?
A) Accurate and carefully analysed data
B) Details of how services are measured
C) A recent maturity assessment
D) An up-to-date balanced scorecard
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
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