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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Value Chain Activities | |
| ITIL Practices | - Technical Management Practices - Service Management Practices - General Management Practices |
| Key Concepts of Service Management | - Guiding Principles - Four Dimensions of Service Management - Service Value System (SVS) |
| Continual Improvement |
EXIN ITIL 4 Foundation Sample Questions:
What should all 'continual improvement' decisions be based on?
- A. An up-to-date balanced scorecard
- B. Details of how services are measured
- C. Accurate and carefully analysed data
- D. A recent maturity assessment
Correct Answer: C 🗳️
Which should be handled by 'service request management'?
- A. A request to implement a security patch
- B. A request to provide a laptop
- C. A request to change a target in a service level agreement
- D. A request to resolve an error in a service
Correct Answer: B 🗳️
Which is included in the purpose of the 'service level management' practice?
- A. To ensure accurate information about the configuration of services is available
- B. To ensure that suppliers and their performance are managed appropriately
- C. To maximize the number of successful service and product changes
- D. To set clear business-based targets for service levels
Correct Answer: D 🗳️
Why and how is a user MOST LIKELY to contact the service desk?
- A. To report a problem using a mobile app
- B. To authorize an emergency change via live chat
- C. To request access to a resource via a self-service portal
- D. To discuss the cause of an incident via a phone call
Correct Answer: C 🗳️
Which of the four dimensions focuses on managing data in compliance with industry regulations?
- A. Information and technology
- B. Partners and suppliers
- C. Value streams and processes
- D. Organizations and people
Correct Answer: A 🗳️
