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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which practice needs people who understand complex systems and have creative and analytical skills?

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

Answer: D

NEW QUESTION # 104
Which 'service level management' activity helps staff to deliver a more business-focused service?

A. Creating targets based on the percentage of uptime of a service
B. Using complex technical terminology in service level agreements (SLAs)
C. Understanding the ongoing requirements of customers
D. Measuring low-level operational activities

Answer: C

NEW QUESTION # 105
Which guiding principle considers customer and user experience?

A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Collaborate and promote visibility

Answer: A

NEW QUESTION # 106
Which is an activity of the 'problem management' practice?

A. Prioritization of problems based on the risk that they pose
B. Resolution of incidents in a time that meets customer expectations
C. Authorization of changes to resolve the cause of problems
D. Restoration of normal service operation as quickly as possible

Answer: A

NEW QUESTION # 107
What term is used to describe whether a service will meet availability, capacity and security requirements?

A. Utility
B. Warranty
C. Value
D. Outcomes

Answer: B

NEW QUESTION # 108
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