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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q319-Q324):

NEW QUESTION # 319
What is a definition of a service improvement plan (SIP)?

A. A formal plan to implement improvements to a service or process
B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a customer's business processes
D. An input from financial management for IT services to service level management, detailing the budget plan

Answer: A

NEW QUESTION # 320
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always develop competencies in methodologies and techniques that will meet their needs
C. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Answer: B

NEW QUESTION # 321
Which service level metrics are BEST for measuring user experience?

A. Metrics linked to defined outcomes
B. Operational metrics
C. Metrics for the percentage of uptime of a service
D. Single system-based metrics

Answer: A

NEW QUESTION # 322
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission

Answer: B

NEW QUESTION # 323
Which guiding principle considers the importance of customer loyalty?

A. Optimize and automate
B. Focus on value
C. Start where you are
D. Progress iteratively with feedback

Answer: B

NEW QUESTION # 324
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