ITIL 4 Foundation Practice Vce - ITILFND_V4 Training Material & ITIL 4 Foundation Study Guide

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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Know the purpose and key terms of 15 ITIL practices	- Supplier Management - Service Request Management - IT Asset Management - Information Security Management - Monitoring and Event Management - Continual Improvement - Problem Management - Incident Management - Service Configuration Management - Release Management - Change Control - Service Desk - Relationship Management - Deployment Management - Service Level Management
Understand the four dimensions of service management	- Information and Technology - Partners and Suppliers - Value Streams and Processes - Organizations and People
Understand the activities of the service value chain	- Design & Transition - Obtain/Build - Deliver & Support - Improve - Engage - Plan
Understand the purpose and components of the ITIL service value system	- Guiding Principles - Practices - Continual Improvement - Governance - Service Value Chain
Understand how the ITIL guiding principles can help an organization adopt and adapt service management	- Keep it simple and practical - Think and work holistically - Focus on value - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback - Start where you are
Understand the key concepts of service management	- Describe the key concepts of creating value with services - Recall the definition of service, utility, warranty, customer, user, service management, sponsor

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EXIN ITIL 4 Foundation Sample Questions (Q102-Q107):

NEW QUESTION # 102
Which dimension includes activities and workflows?

A. Partners and suppliers
B. Value streams and processes
C. Information and technology
D. Organizations and people

Answer: B

NEW QUESTION # 103
Which action is performed by a service provider?

A. Receiving of the agreed goods
B. Authorizing budget for service consumption
C. Requesting required service actions
D. Ensuring access to agreed resources

Answer: D

NEW QUESTION # 104
Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents

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

Answer: D

NEW QUESTION # 105
Who is responsible for defining metrics for change management?

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

Answer: A

NEW QUESTION # 106
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
B. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
D. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

Answer: C

NEW QUESTION # 107
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