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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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) |
| ITIL Service Value System (SVS) | - Governance - Guiding principles - Opportunity, demand, and value - Service value chain - Continual improvement |
| Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| Key Concepts of Service Management | - Products and services relationship - Organizations, service providers, service consumers - Value and value co-creation |
EXIN ITIL 4 Foundation Sample Questions:
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
- A. Define measurable targets
- B. Evaluate measurements and metrics
- C. Execute improvement actions
- D. Perform baseline assessments
Correct Answer: B 🗳️
What is a cause, or potential cause, of one or more incidents?
- A. A configuration item
- B. An incident
- C. A workaround
- D. A problem
Correct Answer: D 🗳️
What is defined as any financially valuable component that can contribute to the delivery of a service?
- A. IT asset
- B. Configuration item
- C. Product
- D. Event
Correct Answer: A 🗳️
Which is included in the purpose of the 'deliver and support' value chain activity?
- A. Meeting stakeholder expectations for time to market
- B. Understanding the organization's service vision
- C. Understanding stakeholder needs
- D. Providing services to agreed specifications
Correct Answer: D 🗳️
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
- A. Service level management
- B. Monitoring and event management
- C. Service desk
- D. Relationship management
Correct Answer: C 🗳️
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