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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q356-Q361):

NEW QUESTION # 356
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

A. Service desk
B. Supplier management
C. Problem management
D. Release management

Answer: A

NEW QUESTION # 357
Which practice would help a user gain access to an application that they need to use?

A. Service request management
B. Service configuration management
C. Service level management
D. Change enablement

Answer: A

NEW QUESTION # 358
When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

A. Communicating information about the initiative to other parts of the organization
B. Considering different methods of communication for the different audiences
C. Ensuring everyone involved in the initiative is in agreement about it before starting
D. Basing decisions about the initiative on visible data

Answer: C

NEW QUESTION # 359
How does the 'incident management' practice set user expectations?

A. By agreeing, and communicating target resolution times
B. By automated matching of incidents to known errors
C. By assigning resources to ensure that all incidents are resolved as quickly as possible
D. By using collaboration tools to communicate effectively

Answer: A

NEW QUESTION # 360
Which function is responsible for the management of a data centre?

A. Service desk
B. Technical management
C. Application management
D. Facilities management

Answer: D

NEW QUESTION # 361
......

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