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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q307-Q312):

NEW QUESTION # 307
Which is a purpose of the 'service level management' practice?

A. To set clear business-based targets for service levels
B. To support the agreed quality of a service handling all agreed, user-initiated service requests
C. To establish and nurture the links between the organization and its stakeholders
D. To ensure that the organization's suppliers and their performance are managed appropriately

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 308
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A. Only add controls and metrics that are required for compliance
B. Only add controls and metrics when they are needed
C. Design controls and metrics and add them individually until all are implemented
D. Design controls and metrics first, then remove those not adding value

Answer: B

NEW QUESTION # 309
What is MOST LIKELY to be handled as a service request?

A. An emergency change to apply a security patch
B. The implementation of a workaround
C. Providing a virtual server for a development team
D. Managing an interruption to a service

Answer: C

NEW QUESTION # 310
Which is a key requirement for successful service level agreements (SLAs)?

A. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
B. They should be written using language and terms which all parties will understand
C. They should be based on system-based metrics which are useful to the service provider
D. They should avoid ambiguous targets such as those relating to user experience

Answer: B

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined `service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an `agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.

NEW QUESTION # 311
Which of the following is the MOST important for effective incident management?

A. Automated pipelines
B. A variety of access channels
C. Balanced scorecard review
D. Collaboration tools and techniques

Answer: D

NEW QUESTION # 312
......

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