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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Key Concepts of Service Management	- Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers
Topic 2: ITIL Service Value System (SVS)	- Governance - Continual improvement - Opportunity, demand, and value - Service value chain - Guiding principles
Topic 3: Four Dimensions of Service Management	- Information and technology - Organizations and people - Value streams and processes - Partners and suppliers
Topic 4: ITIL Practices Overview	- General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement)

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EXIN ITIL 4 Foundation Sample Questions (Q249-Q254):

NEW QUESTION # 249
What should be done for every problem?

A. It should be prioritized based on its potential impact and probability
B. It should be resolved so that it can be closed
C. It should have a workaround to reduce the impact
D. It should be diagnosed to identify possible solutions

Answer: A

NEW QUESTION # 250
What is required by all service desk staff?

A. Demonstration of emotional intelligence
B. Knowledge of telephony technology
C. Root cause analysis skills
D. Excellent technical knowledge

Answer: A

NEW QUESTION # 251
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A. new methods
B. additional measurements
C. revised processes
D. existing information

Answer: D

NEW QUESTION # 252
Which two practices interact the MOST with the service desk practice?

A. Service request management and deployment management
B. Change enablement and incident management
C. Incident management and service request management
D. Deployment management and change enablement

Answer: C

NEW QUESTION # 253
What are the KEY stakeholder groups that service providers should cooperate with?

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

Answer: D

NEW QUESTION # 254
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