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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q261-Q266):

NEW QUESTION # 261
What is the starting point for optimization?

A. Determining where the most positive impact would be
B. Understanding the vision and objectives of the organization
C. Standardizing practices and services
D. Securing stakeholder engagement

Answer: B

NEW QUESTION # 262
What are the ITIL guiding principles used for?

A. To identify activities that an organization must perform in order to deliver a valuable service
B. To help an organization make good decisions
C. To ensure that an organization's performance continually meets stakeholders' expectations
D. To direct and control an organization

Answer: B

NEW QUESTION # 263
Which statement about outcomes is CORRECT?

A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Outcomes help service consumers achieve outputs
C. Helping service consumers achieve outcomes reduces service provider costs
D. Service providers help service consumers achieve outcomes

Answer: D

NEW QUESTION # 264
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

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

Answer: A

NEW QUESTION # 265
Which will help solve incidents more quickly?

A. Detailed procedural steps for incident investigation
B. Collaboration between teams
C. Escalating all incidents to support teams
D. Target resolution times

Answer: B

NEW QUESTION # 266
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