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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Four Dimensions of Service Management	- Value streams and processes - Information and technology - Partners and suppliers - Organizations and people
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)
Key Concepts of Service Management	- Value and value co-creation - Organizations, service providers, service consumers - Products and services relationship
ITIL Service Value System (SVS)	- Guiding principles - Opportunity, demand, and value - Governance - Continual improvement - Service value chain

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EXIN ITIL 4 Foundation Sample Questions (Q168-Q173):

NEW QUESTION # 168
Which of the following ensures that a service provider and a service consumer continually co- create value?

A. Service consumption
B. Service level management
C. Service offerings
D. Service relationship management

Answer: D

NEW QUESTION # 169
Which of the following can be used to access service desks?

A. Text and social media messaging
B. All of the above
C. Email
D. Phone calls

Answer: B

NEW QUESTION # 170
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

A. A separate process
B. Immediate escalation
C. Third party support
D. Specialist teams

Answer: A

NEW QUESTION # 171
Which is the definition of an IT asset?

A. Any request from a user that is a normal part of service delivery
B. Any change of state that has significance for the management of a service
C. Any component that needs to be managed to deliver a service
D. Any financially valuable component that contributes to a service

Answer: D

NEW QUESTION # 172
Which competencies are required by the 'service level management' practice?

A. Problem investigation and resolution
B. Business analysis and commercial management
C. Balanced scorecard reviews and maturity assessment
D. Incident analysis and prioritization

Answer: B

NEW QUESTION # 173
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