EXIN ITILFNDv4 Questions PDF File

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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Practices	25%	- Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc.
Key Concepts of ITIL 4	15%	- Information and technology - Partners and suppliers - Organizations, people and culture - Value streams and processes
Key Concepts of Service Management	20%	- Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services
ITIL Guiding Principles	15%	- Collaborate and promote visibility - Focus on value - Start where you are - Keep it simple and practical - Optimize and automate - Progress iteratively with feedback - Think and work holistically
ITIL Service Value System	25%	- Purpose and components of the Service Value System - Continual Improvement - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

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EXIN ITIL 4 Foundation Sample Questions (Q353-Q358):

NEW QUESTION # 353
Which guiding principle says that services and processes should NOT provide a solution for every exception?

A. Collaborate and promote visibility
B. Optimize and automate
C. Think and work holistically
D. Keep it simple and practical

Answer: D

NEW QUESTION # 354
How are target resolution times used in the 'incident management' practice?

A. They are established, reviewed, and reported to ensure that customers are happy with the service
B. They are agreed, documented, and communicated to help set user expectations
C. They are scheduled, assessed and authorized to reduce the risk of service failures
D. They are initiated, approved, and managed to ensure that predictable responses are achieved

Answer: B

NEW QUESTION # 355
Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

A. 1 and 4
B. 3 and 4
C. 2 and 3
D. 1 and 2

Answer: D

NEW QUESTION # 356
In which step of the 'continual improvement model' is an improvement plan implemented?

A. Did we get there?
B. What is the vision?
C. Take action
D. How do we get there?

Answer: C

NEW QUESTION # 357
Which is a key requirement for a successful service level agreement (SLA)?

A. Using an agreement between the service provider and service supplier
B. Using individual metrics that relate to the service catalogue
C. Using single-system-based metrics that relate to outputs
D. Using bundled metrics to relate performance to outcomes

Answer: D

Explanation:
Explanation/Reference:

NEW QUESTION # 358
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