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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Value Streams and Processes - Information and Technology - Partners and Suppliers - Organizations and People |
| Topic 2: Service Management Key Concepts | - Service Offerings - Value and Value Co-creation - Service Relationships |
| Topic 3: ITIL Service Value System (SVS) | - Continual Improvement - Service Value Chain - Governance - Guiding Principles - Practices Overview |
EXIN ITIL 4 Foundation Sample Questions:
What is a change schedule PRIMARILY used for?
- A. To help plan emergency changes
- B. To help manage normal changes
- C. To help authorize standard changes
- D. To help assign a change authority
Correct Answer: B 🗳️
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
- A. Focus on value
- B. Think and work holistically
- C. Start where you are
- D. Optimize and automate
Correct Answer: B 🗳️
Which is the FIRST action when optimizing a service?
- A. Implement the improvements
- B. Understand the organizational context
- C. Assess the current state
- D. Agree the future state
Correct Answer: B 🗳️
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
- A. Service request management
- B. Service level management
- C. Incident management
- D. Problem management
Correct Answer: A 🗳️
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
- A. Service request management
- B. Continual improvement
- C. Problem management
- D. Service desk
Correct Answer: D 🗳️
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