EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Governance - Service Value Chain - Continual Improvement - Practices Overview - Guiding Principles |
| The Four Dimensions of Service Management | - Partners and Suppliers - Information and Technology - Value Streams and Processes - Organizations and People |
| Service Management Key Concepts | - Service Relationships - Value and Value Co-creation - Service Offerings |
EXIN ITIL 4 Foundation Sample Questions:
Question #1
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A. Change enablement
B. Service level management
C. Incident management
D. Service request management
Question #2
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
A. Service configuration management
B. Problem management
C. Deployment management
D. Service desk
Question #3
What should a release policy include?
A. The naming convention and expected frequency of each type of release
B. The roles and responsibilities for incident and problem resolution
C. The process owner and process manager for each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Question #4
Which will help solve incidents more quickly?
A. Target resolution times
B. Detailed procedural steps for incident investigation
C. Escalating all incidents to support teams
D. Collaboration between teams
Question #5
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.
A. outcomes
B. organizations
C. IT assets
D. services
Solutions:
| Question #1 Correct Answer: C | Question #2 Correct Answer: D | Question #3 Correct Answer: A | Question #4 Correct Answer: D | Question #5 Correct Answer: D |
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