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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Key Concepts of Service Management	- Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers
Topic 2: Four Dimensions of Service Management	- Partners and suppliers - Organizations and people - Information and technology - Value streams and processes
Topic 3: ITIL Service Value System (SVS)	- Opportunity, demand, and value - Governance - Service value chain - Continual improvement - Guiding principles
Topic 4: ITIL Practices Overview	- Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement)

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EXIN ITIL 4 Foundation Sample Questions (Q178-Q183):

NEW QUESTION # 178
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Change enablement
B. Service configuration management
C. Service request management
D. Deployment management

Answer: C

NEW QUESTION # 179
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?

A. Analyze the whole situation in detail before taking any action
B. Reduce the number of steps that produce tangible results
C. Prohibit changes to plans after they have been finalized
D. Organize work into small manageable units

Answer: D

NEW QUESTION # 180
In which case would a problem be logged as part of the problem identification?

A. When the cause is identified but not resolved
B. After receiving of error information from a supplier
C. When a user reports an unplanned service interruption
D. After a workaround is identified and documented

Answer: B

NEW QUESTION # 181
What is the difference between the 'incident management' and 'service desk' practices?

A. Incident management manages interruptions to services, service desk monitors achieved service quality
B. Incident management resolves issues, service desk investigates the underlying causes of issues
C. Incident management resolves complex issues, service desk resolves simpler issues
D. Incident management restores service operation, service desk provides communication with users

Answer: D

NEW QUESTION # 182
Which competencies are required by the 'service level management' practice?

A. Incident analysis and prioritization
B. Business analysis and commercial management
C. Problem investigation and resolution
D. Balanced scorecard reviews and maturity assessment

Answer: B

NEW QUESTION # 183
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