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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
ITIL Service Value System (SVS)	- Opportunity, demand, and value - Continual improvement - Guiding principles - Service value chain - Governance
ITIL Practices Overview	- Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management)
Four Dimensions of Service Management	- Organizations and people - Information and technology - Value streams and processes - Partners and suppliers
Key Concepts of Service Management	- Value and value co-creation - Products and services relationship - Organizations, service providers, service consumers

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EXIN ITIL 4 Foundation Sample Questions (Q104-Q109):

NEW QUESTION # 104
How does information about problems and known errors contribute to 'incident management'?

A. It removes the need for regular customer updates
B. It removes the need for collaboration during incident resolution
C. It enables quick and efficient diagnosis of incidents
D. It enables the reassessment of known errors

Answer: C

NEW QUESTION # 105
Which describes a 'change authority'?

A. A way to manage the people aspects of change
B. A tool used to help plan changes
C. A model used to determine who will assess a change
D. A person who approves a change

Answer: D

NEW QUESTION # 106
What is the customer of a service responsible for?

A. Using the service
B. Provisioning the service
C. Defining the requirements for the service
D. Authorizing the budget for the service

Answer: C

NEW QUESTION # 107
What may form part of a service request procedure?

A. The timescale for restoration of service
B. The method of diagnosing the cause
C. Authorization in accordance with a security policy
D. Escalation to the appropriate change authority

Answer: C

NEW QUESTION # 108
Why should some service requests be fulfilled with no additional approvals?

A. To set user expectations for fulfillment times
B. To streamline the fulfillment workflow
C. To ensure that information security requirements are met
D. To ensure that spending is properly accounted for

Answer: B

NEW QUESTION # 109
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