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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q19-Q24):

NEW QUESTION # 19
Which practice is MOST likely to benefit from the use of chatbots?

A. Change enablement
B. Service desk
C. Continual improvement
D. Service level management

Answer: B

NEW QUESTION # 20
Which process is responsible for managing all service requests from users?

A. Request fulfilment
B. Incident management
C. Event management
D. Change fulfilment

Answer: A

NEW QUESTION # 21
Why should a service level manager carry out regular service reviews?

A. To collect information about service consumer goals and objectives
B. To ensure that agreements are written simply and are easy to understand
C. To capture information about service issues and performance against agreed goals
D. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Answer: C

NEW QUESTION # 22
Which of these should be logged and managed as a problem?

A. 'Continual improvement' needs to prioritize an improvement opportunity
B. Trend analysis shows a large number of similar incidents
C. A user requests delivery of a laptop
D. A monitoring tool detects a change of state for a service

Answer: B

NEW QUESTION # 23
Which is included in the purpose of the `design and transition' value chain activity?

A. Supporting services according to specifications
B. Continually meeting stakeholder expectations for costs
C. Ensuring that service components are available when needed
D. Providing transparency and good stakeholder relationships

Answer: B

NEW QUESTION # 24
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