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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Key Concepts of Service Management	- Four Dimensions of Service Management - Guiding Principles - Service Value System (SVS)
ITIL Practices	- General Management Practices - Service Management Practices - Technical Management Practices
Continual Improvement
Service Value Chain Activities

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EXIN ITIL 4 Foundation Sample Questions (Q142-Q147):

NEW QUESTION # 142
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
D. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

Answer: B

NEW QUESTION # 143
Which of the following statements about change authorization is CORRECT?

A. The technician making an emergency change can authorize such changes
B. The change type and model is the basis for assigning the change authority
C. Ensuring that changes are authorized after their deployment is done by the change authority
D. Every time a standard change is requested a change authority is assigned

Answer: B

NEW QUESTION # 144
Which statement about a `continual improvement register' is CORRECT?

A. There should only be one for the whole organization
B. It should be managed at the senior level of the organization
C. It should be re-prioritized as ideas are documented
D. It should be used to capture user demand

Answer: C

NEW QUESTION # 145
Which describes a set of defined steps for implementing improvements?

A. The 'continual improvement model'
B. The 'engage' value chain activity
C. The 'improve' value chain activity
D. The 'continual improvement register'

Answer: A

NEW QUESTION # 146
Which are elements of the service value system?

A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization

Answer: B

NEW QUESTION # 147
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