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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Key Concepts | - Value and Value Co-creation - Service Offerings - Service Relationships |
| ITIL Service Value System (SVS) | - Guiding Principles - Governance - Continual Improvement - Practices Overview - Service Value Chain |
| The Four Dimensions of Service Management | - Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers |
EXIN ITIL 4 Foundation Sample Questions:
How do 'continual improvement registers' help to create value?
- A. By monitoring achievement against service level targets
- B. By assigning change authorities for change requests
- C. By documenting all improvement ideas in a single place
- D. By making improvements visible
Correct Answer: C 🗳️
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 practice is MOST likely to benefit from the use of chatbots?
- A. Service level management
- B. Continual improvement
- C. Change enablement
- D. Service desk
Correct Answer: D 🗳️
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
- A. Service request management
- B. Problem management
- C. Incident management
- D. Continual improvement
Correct Answer: D 🗳️
Which should be handled by 'service request management'?
- A. A request to resolve an error in a service
- B. A request to implement a security patch
- C. A request to provide a laptop
- D. A request to change a target in a service level agreement
Correct Answer: C 🗳️
