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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation |
| Topic 2: ITIL Practices Overview | - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) |
| Topic 3: ITIL Service Value System (SVS) | - Governance - Service value chain - Opportunity, demand, and value - Guiding principles - Continual improvement |
| Topic 4: Four Dimensions of Service Management | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice forms a link between the service provider and the users of services?
A) Service level management
B) Problem management
C) Change enablement
D) Service desk
2. For which purpose would the continual improvement practice use a SWOT analysis?
A) Tracking and managing ideas
B) Ensuring everyone actively participates
C) Understanding the current state
D) Defining the future desired state
3. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A) Service level management
B) IT asset management
C) Incident management
D) Monitoring and event management
4. Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.
A) Problem
B) Known error
C) Change
D) Event
5. Which 'service level management' activity helps staff to deliver a more business-focused service?
A) Creating targets based on the percentage of uptime of a service
B) Measuring low-level operational activities
C) Using complex technical terminology in service level agreements (SLAs)
D) Understanding the ongoing requirements of customers
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
