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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Four Dimensions of Service Management	- Information and technology - Partners and suppliers - Value streams and processes - Organizations and people
Topic 2: ITIL Service Value System (SVS)	- Guiding principles - Continual improvement - Service value chain - Opportunity, demand, and value - Governance
Topic 3: ITIL Practices Overview	- Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management)
Topic 4: Key Concepts of Service Management	- Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation

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EXIN ITIL 4 Foundation Sample Questions (Q177-Q182):

NEW QUESTION # 177
What describes the steps needed to create and deliver a specific service to a consumer?

A. A value stream
B. Service level management
C. Service management
D. Practices

Answer: B

NEW QUESTION # 178
Why and how is a user MOST LIKELY to contact the service desk?

A. To request access to a resource via a self-service portal
B. To report a problem using a mobile app
C. To discuss the cause of an incident via a phone call
D. To authorize an emergency change via live chat

Answer: A

NEW QUESTION # 179
Which statement about the 'continual improvement' practice is CORRECT?

A. A single continual improvement register should be maintained by senior management
B. Continual improvement participation should be limited to a small dedicated team
C. It is the role of senior management to authorize improvement initiatives
D. Training should be provided to those involved in continual improvement

Answer: D

NEW QUESTION # 180
What is defined as a change of state that has significance for the management of an IT service?

A. Known error
B. Problem
C. Event
D. Incident

Answer: C

NEW QUESTION # 181
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3

Answer: A

NEW QUESTION # 182
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