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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)
ITIL Service Value System (SVS)	- Service value chain - Guiding principles - Governance - Continual improvement - Opportunity, demand, and value
Key Concepts of Service Management	- Value and value co-creation - Organizations, service providers, service consumers - Products and services relationship

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EXIN ITIL 4 Foundation Sample Questions (Q371-Q376):

NEW QUESTION # 371
Why and how is a user MOST LIKELY to contact the service desk?

A. To request access to a resource via a self-service portal
B. To authorize an emergency change via live chat
C. To report a problem using a mobile app
D. To discuss the cause of an incident via a phone call

Answer: A

NEW QUESTION # 372
What is a definition of a service improvement plan (SIP)?

A. A formal plan to implement improvements to a customer's business processes
B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the budget plan

Answer: C

NEW QUESTION # 373
What is the expected outcome from using a service value chain?

A. The application of practices
B. Value realization
C. Customer engagement
D. Service value streams

Answer: B

NEW QUESTION # 374
What is defined as an unplanned interruption or reduction in the quality of a service?

A. A change
B. An incident
C. An event
D. A problem

Answer: B

NEW QUESTION # 375
What is the purpose of the 'information security management' practice?

A. To protect the information needed by the organization to conduct its business
B. To plan and manage the full lifecycle of all IT assets
C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
D. To observe services and service components

Answer: A

NEW QUESTION # 376
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