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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: ITIL Practices	- Service Management Practices - General Management Practices - Technical 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 (Q115-Q120):

NEW QUESTION # 115
When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?

A. Measurable targets
B. Improvement plans
C. Business objectives
D. Assessment results

Answer: D

NEW QUESTION # 116
Which describes normal changes?

A. Changes that need to be scheduled and assessed following a process
B. Changes that are low-risk and pre-authorized
C. Changes that must be implemented as soon as possible
D. Changes that are typically initiated as service requests

Answer: A

NEW QUESTION # 117
What are the MOST important skills required by service desk staff?

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

Answer: C

NEW QUESTION # 118
What helps diagnose and resolve a simple incident?

A. Problem prioritization
B. Rapid escalation
C. Formation of a temporary team
D. The use of scripts

Answer: D

NEW QUESTION # 119
What is a user?

A. The role that authorizes budget for service consumption
B. The role that defines the requirements for a service
C. The role that uses services
D. The role that directs and controls an organization

Answer: C

NEW QUESTION # 120
......

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