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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
ITIL Practices	- General Management Practices - Technical Management Practices - Service Management Practices
Service Value Chain Activities
Continual Improvement
Key Concepts of Service Management	- Service Value System (SVS) - Four Dimensions of Service Management - Guiding Principles

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EXIN ITIL 4 Foundation Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which is the BEST type of resource for investigating complex incidents?

A. Self-help systems
B. Knowledgeable support staff
C. Disaster recovery plans
D. Detailed work instructions

Answer: B

NEW QUESTION # 22
Which is an example of a business related measurement?

A. The average resolution time for incidents
B. The number of passengers checked in
C. The average time to respond to change requests
D. The number of problems resolved

Answer: B

NEW QUESTION # 23
What is the CORRECT definition of service management?

A. A set of specialized organizational capabilities for delivering value to customers in the form of services
B. A set of specialized assets for transitioning services into the live operational environment
C. The capability of service providers to minimize their costs without reducing the value of the services
D. The capability of supplier to deliver services to providers in exchange for money

Answer: A

NEW QUESTION # 24
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
B. Vague targets, such as those related to user experience, should be avoided
C. Base the SLA on system-based metrics that are useful to the service provider
D. The language and terms used in the SLA should be commonly understood by all parties

Answer: D

Explanation:
Clear communication is essential to ensure that all stakeholders understand the agreement and its implications.

NEW QUESTION # 25
Which statement about the 'continual improvement' practice is CORRECT?

A. Continual improvement participation should be limited to a small dedicated team
B. Training should be provided to those involved in continual improvement
C. It is the role of senior management to authorize improvement initiatives
D. A single continual improvement register should be maintained by senior management

Answer: B

NEW QUESTION # 26
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