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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q156-Q161):

NEW QUESTION # 156
Which practice identifies metrics that reflect a customer experience of a service?

A. Service desk
B. Continual improvement
C. Problem management
D. Service level management

Answer: D

NEW QUESTION # 157
Which statement about the 'change enablement' practice is CORRECT?

A. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
B. Service requests are usually normal changes that can be implemented quickly without authorization
C. Emergency changes are changes that must be fully tested and fully documented prior to implementation
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Answer: D

NEW QUESTION # 158
What should be done for every problem?

A. It should have a workaround to reduce the impact
B. It should be diagnosed to identify possible solutions
C. It should be resolved so that it can be closed
D. It should be prioritized based on its potential impact and probability

Answer: D

NEW QUESTION # 159
Which is a recommendation of the guiding principle 'think and work holistically'?

A. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
B. Conduct a review of existing service management practices and decide what to keep and what to discard
C. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D. Review service management practices and remove any unnecessary complexity

Answer: C

NEW QUESTION # 160
How is a 'continual improvement register' used?

A. To provide a structured approach to implementing improvements
B. To record requests for provision of a resource or service
C. To authorize changes to implement improvement initiatives
D. To organize past, present, and future improvement ideas

Answer: D

NEW QUESTION # 161
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