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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Topic 2: ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Continual improvement - Opportunity, demand, and value - Governance |
| Topic 3: ITIL Practices Overview | - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Topic 4: Key Concepts of Service Management | - Organizations, service providers, service consumers - Products and services relationship - Value and value co-creation |
EXIN ITIL 4 Foundation Sample Questions:
1. Which step of the continual improvement model includes baseline assessments?
A) Where are we now?
B) Where do we want to be?
C) Did we get there?
D) What is the vision?
2. Which value chain activity ensures that ongoing service activity meets user expectations?
A) Obtain/build
B) Plan
C) Deliver and support
D) Engage
3. Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other
A) 1 and 4
B) 3 and 4
C) 1 and 2
D) 2 and 3
4. Which dimension includes the knowledge needed for the management of services?
A) Organizations and people
B) Information and technology
C) Value streams and processes
D) Partners and suppliers
5. Which is an example of a problem control activity?
A) Re-assessing a known error to understand the ongoing impact
B) Documenting the steps in a workaround
C) Implementing a technical fix to resolve an issue
D) Reviewing incident records to identify trends
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: B |
