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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q119-Q124):

NEW QUESTION # 119
Which can a change schedule be used for?

A. Providing information about deployed changes to help manage incidents and problems
B. Providing a means of initiating and assessing normal changes
C. Tracking and managing improvement ideas from identification through to final action
D. Speeding up the planning and authorization of emergency changes

Answer: A

NEW QUESTION # 120
What is the definition of a known error?

A. Any change of state that has significance for the management of a service or other configuration item (CI)
B. An unplanned interruption to a service, or reduction in the quality of a service
C. A cause, or potential cause, of one or more incidents
D. A problem that has been analyzed and has not been resolved

Answer: D

NEW QUESTION # 121
What helps diagnose and resolve a simple incident?

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

Answer: A

NEW QUESTION # 122
Which is an activity in the 'problem control' phase of problem management?

A. Documenting the steps in a workaround
B. Implementing a technical fix to resolve an issue
C. Reviewing incident records to identify trends
D. Re-assessing a known error to manage the ongoing impact

Answer: A

NEW QUESTION # 123
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A. Relationship managers
B. Developers
C. Customers
D. Suppliers

Answer: C

NEW QUESTION # 124
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