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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: ITIL Practices Overview	- Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management)
Topic 2: ITIL Service Value System (SVS)	- Governance - Service value chain - Continual improvement - Guiding principles - Opportunity, demand, and value
Topic 3: Four Dimensions of Service Management	- Partners and suppliers - Value streams and processes - Information and technology - Organizations and people
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 (Q259-Q264):

NEW QUESTION # 259
Which of these should be logged and managed as a problem?

A. A user requests delivery of a laptop
B. Trend analysis shows a large number of similar incidents
C. A monitoring tool detects a change of state for a service
D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: B

NEW QUESTION # 260
Which is an important principle of communication in service operation?

A. It is stored in the configuration management system
B. Meetings are always the best method of communication
C. Information should always be communicated
D. It has an intended purpose or a resultant action

Answer: D

NEW QUESTION # 261
Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

Answer: A

NEW QUESTION # 262
What is included in the purpose of the 'continual improvement' practice?

A. Ensuring that delivery of services is properly assessed, monitored, and improved against targets
B. Identifying and continually improving relationships with and between stakeholders
C. Creating collaborative relationships with key suppliers to realize new value
D. Aligning the organization's practices and services with changing business needs

Answer: D

NEW QUESTION # 263
Which statement about the purpose of the Monitoring and event management practice is TRUE?

A. Systematically observe services and service components, and record and report selected changes of state identified as events
B. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
C. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
D. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Answer: A

NEW QUESTION # 264
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