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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Continual Improvement - Practices Overview - Governance - Guiding Principles - Service Value Chain |
| Service Management Key Concepts | - Service Offerings - Service Relationships - Value and Value Co-creation |
| The Four Dimensions of Service Management | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
EXIN ITIL 4 Foundation Sample Questions:
Which statement about emergency changes is CORRECT?
- A. It is necessary to complete all documentation before an emergency change is implemented
- B. Emergency changes are not usually recorded in the change schedule
- C. Authorization of emergency changes may be deferred until after implementation
- D. Emergency changes are low risk and well understood
Correct Answer: B 🗳️
How do 'continual improvement registers' help to create value?
- A. By monitoring achievement against service level targets
- B. By assigning change authorities for change requests
- C. By documenting all improvement ideas in a single place
- D. By making improvements visible
Correct Answer: C 🗳️
What is CORRECT about service request management?
- A. Complex service request procedures should be avoided
- B. Compliments can be handled as service requests
- C. Service requests can be used to restore service
- D. A new procedure is required for each new service request
Correct Answer: B 🗳️
Which is an external input to the service value chain?
- A. An overall plan
- B. Customer requirements
- C. The 'improve' value chain activity
- D. Feedback loops
Correct Answer: B 🗳️
Which statement about the 'service request management' practice is CORRECT?
- A. Additional approval is sometimes needed for restoration of service
- B. Financial authorization is sometimes required for service requests
- C. Service requests are fulfilled using simple workflows
- D. A new workflow is created for each type of request
Correct Answer: B 🗳️
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