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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Value Chain Activities | |
| Continual Improvement | |
| ITIL Practices | - Technical Management Practices - General Management Practices - Service Management Practices |
| Key Concepts of Service Management | - Service Value System (SVS) - Guiding Principles - Four Dimensions of Service Management |
EXIN ITIL 4 Foundation Sample Questions:
How should a process design allow for exceptional situations?
- A. Include all exception steps in the main process
- B. Create an additional process for each exception
- C. Remove the option for process exceptions
- D. Create rules to handle exceptions generally
Correct Answer: D 🗳️
Which is a recommendation of the guiding principle 'think and work holistically'?
- A. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
- B. Conduct a review of existing service management practices and decide what to keep and what to discard
- C. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
- D. Review service management practices and remove any unnecessary complexity
Correct Answer: C 🗳️
Which is a key consideration for the guiding principle 'keep it simple and practical'?
- A. Ignore the conflicting objectives of different stakeholders
- B. Understand how each element contributes to value creation
- C. Start with a complex solution, then simplify
- D. Try to create a solution for every exception
Correct Answer: B 🗳️
Which statement about costs is CORRECT?
- A. Costs imposed on the consumer are costs of service utility
- B. Costs removed from the consumer are part of the value proposition
- C. Costs removed from the consumer are part of service consumption
- D. Costs imposed on the consumer are costs of service warranty
Correct Answer: B 🗳️
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service desk
- B. Relationship management
- C. Continual improvement
- D. Service level management
Correct Answer: A 🗳️
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