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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service value chain - Governance - Guiding principles - Continual improvement - Opportunity, demand, and value |
| Key Concepts of Service Management | - Organizations, service providers, service consumers - Value and value co-creation - Products and services relationship |
| 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) |
| Four Dimensions of Service Management | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
EXIN ITIL 4 Foundation Sample Questions:
1. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
A) Feedback loop
B) Minimum viable product
C) Analysis paralysis
D) Direct observation
2. Which is an activity of the 'problem management' practice?
A) Authorization of changes to resolve the cause of problems
B) Restoration of normal service operation as quickly as possible
C) Prioritization of problems based on the risk that they pose
D) Resolution of incidents in a time that meets customer expectations
3. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A) Think and work holistically
B) Optimize and automate
C) Start where you are
D) Focus on value
4. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
A) Supplier management
B) Service request management
C) Service desk
D) Service level management
5. Which are elements of the service value system?
A) Governance, service value chain, practices
B) Customer value, stakeholder value, organization
C) Service provision, service consumption, service relationship management
D) Outcomes, utility, warranty
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
