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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Topic 3: ITIL Service Value System (SVS) | - Continual improvement - Governance - Opportunity, demand, and value - Guiding principles - Service value chain |
| Topic 4: Key Concepts of Service Management | - Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation |
EXIN ITIL 4 Foundation Sample Questions:
What is the starting point for optimization?
- A. Understanding the vision and objectives of the organization
- B. Determining where the most positive impact would be
- C. Standardizing practices and services
- D. Securing stakeholder engagement
Correct Answer: A 🗳️
Where are the details of the required performance outcomes of a service defined?
- A. Service requests
- B. Service offerings
- C. Service level agreements
- D. Service components
Correct Answer: C 🗳️
Which is a use of the change schedule?
- A. Deciding the approval authority for changes
- B. Automating the change process
- C. Assigning resources to changes
- D. Creating change models
Correct Answer: C 🗳️
Which practice has a purpose that includes managing authentication and non-repudiation?
- A. Supplier management
- B. Information security management
- C. Service configuration management
- D. Relationship management
Correct Answer: B 🗳️
How are target resolution times used in the 'incident management' practice?
- A. They are established, reviewed, and reported to ensure that customers are happy with the service
- B. They are agreed, documented, and communicated to help set user expectations
- C. They are initiated, approved, and managed to ensure that predictable responses are achieved
- D. They are scheduled, assessed and authorized to reduce the risk of service failures
Correct Answer: B 🗳️
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