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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: ITIL Service Value System (SVS)	- Service Value Chain - Governance - Guiding Principles - Practices Overview - Continual Improvement
Topic 2: Service Management Key Concepts	- Service Relationships - Service Offerings - Value and Value Co-creation
Topic 3: The Four Dimensions of Service Management	- Information and Technology - Partners and Suppliers - Value Streams and Processes - Organizations and People

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EXIN ITIL 4 Foundation Sample Questions (Q62-Q67):

NEW QUESTION # 62
What are the MOST important skills required by service desk staff?

A. Incident analysis skills
B. Supplier management skills
C. Technical skills
D. Problem resolution skills

Answer: A

NEW QUESTION # 63
Which is the FIRST action when optimizing a service?

A. Agree the future state
B. Implement the improvements
C. Assess the current state
D. Understand the organizational context

Answer: D

NEW QUESTION # 64
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A. outcomes
B. outputs
C. utility
D. warranty

Answer: A

NEW QUESTION # 65
What impact does automation have on a service desk?

A. Ability to work from multiple locations, geographically dispersed
B. Increased phone contact and a reduced ability to focus on user experience
C. Less low level work and a greater ability to focus on user experience
D. Ability to work from a single centralized location

Answer: C

NEW QUESTION # 66
Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information
B. Fulfillment of service requests
C. Creation of a temporary team
D. Use of shift working patterns

Answer: A

Explanation:
Explanation/Reference:

NEW QUESTION # 67
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