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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q12-Q17):

NEW QUESTION # 12
Which is the FIRST thing to consider when focusing on value?

A. Ensuring value is co-created by improvement initiatives
B. Identifying the service consumer who will receive value
C. Understanding what is valuable to the service consumer
D. Defining customer experience and user experience

Answer: B

NEW QUESTION # 13
Which is a service request?

A. Requesting a workaround for an issue
B. Requesting an enhancement to an application
C. Requesting information about how to create a document
D. Requesting investigation of a degraded service

Answer: C

NEW QUESTION # 14
Which guiding principle discourages 'silo activity'?

A. Collaborate and promote visibility
B. Keep it simple and practical
C. Focus on value
D. Start where you are

Answer: A

NEW QUESTION # 15
What are the KEY stakeholder groups that service providers should cooperate with?

A. Suppliers
B. Developers
C. Customers
D. Relationship managers

Answer: C

NEW QUESTION # 16
What is a service?

A. A tangible or intangible deliverable of an activity
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Answer: B

NEW QUESTION # 17
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