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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: ITIL Practices	- General Management Practices - Technical Management Practices - Service Management Practices
Topic 2: Key Concepts of Service Management	- Guiding Principles - Service Value System (SVS) - Four Dimensions of Service Management
Topic 3: Continual Improvement
Topic 4: Service Value Chain Activities

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EXIN ITIL 4 Foundation Sample Questions (Q274-Q279):

NEW QUESTION # 274
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

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

Answer: B

NEW QUESTION # 275
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?

A. An organization should always develop competencies in methodologies and techniques that will meet their needs
B. An organization should always use a single technique to ensure metrics are consistent
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: A

NEW QUESTION # 276
Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request
B. Investigating a major incident
C. Logging a new problem
D. Authorizing an emergency change

Answer: B

NEW QUESTION # 277
Which of the following is a necessity to a successful service level agreement (SLAs)?

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

Answer: B

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

NEW QUESTION # 278
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A. Progress iteratively with feedback
B. Collaborate and promote visibility
C. Optimize and automate
D. Focus on value

Answer: A

NEW QUESTION # 279
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