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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q186-Q191):

NEW QUESTION # 186
In service relationships, what is a benefit of identifying consumer roles?

A. It enables a common definition of value
B. It provides shared service expectations
C. It enables effective stakeholder management
D. It removes constraints from the customer

Answer: C

NEW QUESTION # 187
Which practice is MOST associated with the use of empathy to understand users?

A. Continual improvement
B. Service level management
C. Service desk
D. Change enablement

Answer: C

NEW QUESTION # 188
Which dimension includes activities and workflows?

A. Value streams and processes
B. Organizations and people
C. Partners and suppliers
D. Information and technology

Answer: A

NEW QUESTION # 189
What helps diagnose and resolve a simple incident?

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

Answer: B

NEW QUESTION # 190
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Deployment management
B. Service configuration management
C. Service request management
D. Change enablement

Answer: C

NEW QUESTION # 191
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