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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Topic 2: Key Concepts of Service Management | - Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers |
| Topic 3: ITIL Service Value System (SVS) | - Continual improvement - Governance - Opportunity, demand, and value - Service value chain - Guiding principles |
| Topic 4: 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 is the BEST example of a standard change?
- A. The implementation of a critical software patch in response to a vendor security issue
- B. The installation of a software application in response to a service request
- C. The replacement of a component in response to a major incident
- D. The review and authorization of a change requested by a customer
Correct Answer: B 🗳️
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. 3 and 4
- B. 2 and 3
- C. 1 and 2
- D. 1 and 4
Correct Answer: D 🗳️
Which is included in the purpose of the 'change enablement' practice?
- A. Make new and changed services available for use
- B. Ensure that risks have been properly assessed
- C. Plan and manage the full lifecycle of all IT assets
- D. Record and report selected changes of state
Correct Answer: B 🗳️
What is included in the purpose of the 'continual improvement' practice?
- A. Creating collaborative relationships with key suppliers to realize new value
- B. Ensuring that delivery of services is properly assessed, monitored, and improved against targets
- C. Aligning the organization's practices and services with changing business needs
- D. Identifying and continually improving relationships with and between stakeholders
Correct Answer: C 🗳️
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?
- A. Service request management
- B. Change enablement
- C. Service desk
- D. Incident management
Correct Answer: B 🗳️
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