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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Key Concepts of Service Management	- Guiding Principles - Service Value System (SVS) - Four Dimensions of Service Management
Topic 2: Service Value Chain Activities
Topic 3: ITIL Practices	- General Management Practices - Service Management Practices - Technical Management Practices
Topic 4: Continual Improvement

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EXIN ITIL 4 Foundation Sample Questions (Q56-Q61):

NEW QUESTION # 56
Who is responsible for defining metrics for change management?

A. The continual service improvement manager
B. The change advisory board (CAB)
C. The change management process owner
D. The service owner

Answer: C

NEW QUESTION # 57
Which term could be used to refer to a single person who has independently subscribed to a service?

A. Service provider
B. Service desk
C. Supplier
D. Organization

Answer: D

NEW QUESTION # 58
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A. Incident management
B. Service level management
C. Problem management
D. Service request management

Answer: D

NEW QUESTION # 59
Which of these activities is carried out as part of 'problem management'?

A. Escalating incidents to a support team for resolution
B. Trend analysis of incident records
C. Diagnosing and resolving incidents
D. Creating incident records

Answer: B

NEW QUESTION # 60
Which is a description of service provision?

A. Cooperation between two organizations to ensure that a service delivers value
B. A formal description of one or more services, designed to address the needs of a service consumer
C. Activities that an organization performs to deliver services
D. A way to help create value by facilitating outcomes that service consumers need

Answer: C

NEW QUESTION # 61
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