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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Service Value Chain Activities
Topic 2: Key Concepts of Service Management	- Service Value System (SVS) - Guiding Principles - Four Dimensions of Service Management
Topic 3: ITIL Practices	- Service Management Practices - General Management Practices - Technical Management Practices
Topic 4: Continual Improvement

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EXIN ITIL 4 Foundation Sample Questions (Q156-Q161):

NEW QUESTION # 156
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

A. values
B. services
C. assets
D. elements

Answer: B

NEW QUESTION # 157
Which activity is part of the 'continual improvement' practice?

A. Making business cases for improvement action
B. Authorizing changes to implement improvements
C. Identifying the cause of incidents and recommending related improvements
D. Logging and managing incidents that result in improvement opportunities

Answer: A

NEW QUESTION # 158
Which is described by the 'organizations and people' dimension of service management?

A. Communication and collaboration
B. Contracts and agreements
C. Inputs and outputs
D. Workflows and controls

Answer: A

NEW QUESTION # 159
Which practice updates information relating to symptoms and business impact?

A. Incident management
B. Change control
C. Service level management
D. Service request management

Answer: A

NEW QUESTION # 160
What is required by all service desk staff?

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

Answer: B

NEW QUESTION # 161
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