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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: The Four Dimensions of Service Management	- Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People
Topic 2: ITIL Service Value System (SVS)	- Service Value Chain - Guiding Principles - Practices Overview - Continual Improvement - Governance
Topic 3: Service Management Key Concepts	- Service Offerings - Value and Value Co-creation - Service Relationships

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EXIN ITIL 4 Foundation Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which directly assists with the diagnosis and resolution of simple incidents?

A. Fulfilment of service requests
B. Use of shift working patterns
C. Scripts for collecting user information
D. Creation of a temporary team

Answer: C

NEW QUESTION # 21
Which is the CORRECT description of an outcome?

A. The prediction of the future demand requirements for an activity, process or IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The design and development of the activities that make up a process or IT service
D. The result of carrying out an activity, following a process, or delivering an IT service

Answer: D

NEW QUESTION # 22
What type of change is MOST likely to be managed by the 'service request management' practice?

A. A standard change
B. An emergency change
C. An application change
D. A normal change

Answer: A

NEW QUESTION # 23
Which is MOST LIKELY to be achieved by following a detailed procedure?

A. Resolving an incident
B. Assessing a change
C. Managing a service request
D. Investigating a problem

Answer: C

NEW QUESTION # 24
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A. Problem management
B. Supplier management
C. Service desk
D. Release management

Answer: C

NEW QUESTION # 25
......

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