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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Key Concepts | - Value and Value Co-creation - Service Relationships - Service Offerings |
| Topic 2: ITIL Service Value System (SVS) | - Guiding Principles - Governance - Continual Improvement - Service Value Chain - Practices Overview |
| Topic 3: The Four Dimensions of Service Management | - Organizations and People - Information and Technology - Partners and Suppliers - Value Streams and Processes |
EXIN ITIL 4 Foundation Sample Questions:
1. Which statement about service requests is CORRECT?
A) Service requests that require simple workflows should be dealt with as incidents
B) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
C) Service requests require workflows that should use manual procedures and avoid automation
D) Complex service requests should be dealt with as normal changes
2. Which costs are included in the value proposition of a service?
A) Tangible or intangible results for the service consumer because they are using the service
B) The benefits, usefulness, and importance of the service that are perceived by the service consumer
C) Money that the service consumer no longer needs to spend because they are using the service
D) Additional expense that the service consumer has because they are using the service
3. What should be used to set user expectations for request fulfilment times?
A) The time needed to realistically deliver the service
B) The consumer demand for the service
C) The service levels of the supplier
D) The time that the customer indicates for service delivery
4. Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
[?].
A) IT assets
B) events
C) known errors
D) changes
5. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A) Change enablement
B) Deployment management
C) Service request management
D) Service configuration management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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