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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q10-Q15):

NEW QUESTION # 10
Why should a service level manager carry out regular service reviews?

A. To ensure that agreements are written simply and are easy to understand
B. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
C. To capture information about service issues and performance against agreed goals
D. To collect information about service consumer goals and objectives

Answer: C

NEW QUESTION # 11
Which usually requires a team of representatives from many stakeholder groups?

A. Logging a new problem
B. Authorizing an emergency change
C. Investigating a major incident
D. Fulfilling a service request

Answer: C

NEW QUESTION # 12
Which function is responsible for the management of a data centre?

A. Service desk
B. Technical management
C. Application management
D. Facilities management

Answer: D

NEW QUESTION # 13
Which of the following statements is included in the 'improve' value chain activity's purpose?

A. Ensure services continually meet expectations for quality, costs, and time to market
B. Ensure the continual improvement of practices across all value chain activities
C. Ensure continual engagement and good relationships with all stakeholders
D. Ensure a shared understanding of the improvement direction for services across the organization

Answer: B

NEW QUESTION # 14
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

A. Progress iteratively with feedback
B. Think and work holistically
C. Start where you are
D. Keep it simple and practical

Answer: D

NEW QUESTION # 15
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