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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 2: ITIL Practices | 30% | - General management practices
|
| Topic 3: ITIL Service Value System | 20% | - Governance - Service value chain
- Purpose and components |
| Topic 4: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 5: Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Services, service offerings, service relationships - Service management as a practice |
| Topic 6: ITIL Guiding Principles | 15% | - Start where you are - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical - Focus on value - Optimize and automate |
EXIN ITIL 4 Foundation Sample Questions:
Which statement about outcomes is CORRECT?
- A. They co-create value for service providers by reducing costs and risks
- B. They are deliverables provided to service consumers
- C. They provide products to service providers based on outputs
- D. They allow service consumers to achieve a desired result
Correct Answer: D 🗳️
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Service level management
- B. Problem management
- C. Service request management
- D. Change enablement
Correct Answer: A 🗳️
Which is included in the purpose of the 'service level management' practice?
- A. To set clear business-based targets for service levels
- B. To maximize the number of successful service and product changes
- C. To ensure accurate information about the configuration of services is available
- D. To ensure that suppliers and their performance are managed appropriately
Correct Answer: A 🗳️
Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Service consumer
- B. Supplier
- C. Customer
- D. Service provider
Correct Answer: D 🗳️
What is the definition of a problem?
- A. An unplanned interruption to a service, or reduction in the quality of a service
- B. Any change of state that has significance for the management of a configuration item (CI)
- C. An incident for which a full resolution is not yet available
- D. A cause, or potential cause, of one or more incidents
Correct Answer: D 🗳️
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