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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management Key Concepts | - Value and Value Co-creation - Service Offerings - Service Relationships |
| The Four Dimensions of Service Management | - Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology |
| ITIL Service Value System (SVS) | - Governance - Guiding Principles - Practices Overview - Continual Improvement - Service Value Chain |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A. Service desk
B. Service level management
C. Continual improvement
D. Monitoring and event management
Question 2
Why should some service requests be fulfilled with no additional approvals?
A. To set user expectations for fulfilment times
B. To streamline the fulfilment workflow
C. To ensure that spending is properly accounted for
D. To ensure that information security requirements are met
Question 3
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As a service request
B. As an event
C. As a problem
D. As a change request
Question 4
Which statement about emergency changes is CORRECT?
A. Emergency changes are not usually recorded in the change schedule
B. It is necessary to complete all documentation before an emergency change is implemented
C. Emergency changes are low risk and well understood
D. Authorization of emergency changes may be deferred until after implementation
Question 5
Which practice ensures that a variety of access channels are available for users to report issues?
A. Service desk
B. Service level management
C. Change enablement
D. Incident management
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: A |
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