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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: ITIL Service Value System (SVS)	- Guiding principles - Continual improvement - Service value chain - Opportunity, demand, and value - Governance
Topic 2: Four Dimensions of Service Management	- Information and technology - Organizations and people - Partners and suppliers - Value streams and processes
Topic 3: Key Concepts of Service Management	- Products and services relationship - Organizations, service providers, service consumers - Value and value co-creation
Topic 4: ITIL Practices Overview	- General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management)

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Updated EXIN ITILFNDv4 Practice Questions in PDF Format

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EXIN ITIL 4 Foundation Sample Questions (Q361-Q366):

NEW QUESTION # 361
Which of the following can be used to access service desks?

A. All of the above
B. Email
C. Phone calls
D. Text and social media messaging

Answer: A

NEW QUESTION # 362
What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Using operational data to provide detailed service reports
D. Asking customers open questions to establish their requirements

Answer: C

NEW QUESTION # 363
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

A. Progress iteratively with feedback
B. Start where you are
C. Keep it simple and practical
D. Think and work holistically

Answer: C

NEW QUESTION # 364
Which is an activity of the 'incident management' practice?

A. Providing good-quality updates when expected
B. Automating service requests to the greatest degree possible
C. Assessing and prioritizing improvement opportunities
D. Performing service reviews with customers

Answer: A

NEW QUESTION # 365
Which is a key element of the 'think and work holistically' guiding principle?

A. Using technology for standard tasks to give people time for complex activities
B. Understanding the methods applicable to complex systems
C. Assessing which procedures can be re-used when improving a service
D. Eliminating metrics which do not contribute to achieving an objective

Answer: B

NEW QUESTION # 366
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