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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Value Chain Activities | |
| Key Concepts of Service Management | - Guiding Principles - Four Dimensions of Service Management - Service Value System (SVS) |
| Continual Improvement | |
| ITIL Practices | - General Management Practices - Technical Management Practices - Service Management Practices |
EXIN ITIL 4 Foundation Sample Questions:
Which activity is part of the 'continual improvement' practice?
- A. Authorizing changes to implement improvements
- B. Identifying the cause of incidents and recommending related improvements
- C. Making business cases for improvement action
- D. Logging and managing incidents that result in improvement opportunities
Correct Answer: C 🗳️
What is the definition of 'service management'?
- A. A set of specialized organizational capabilities for enabling value for customers in the form of services
- B. A result for a stakeholder enabled by one or more outputs
- C. A formal description of one or more services, designed to address the needs of a target consumer group
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
Correct Answer: A 🗳️
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as incidents
- B. Service requests and their fulfilment should be automated as much as possible
- C. Service requests that cannot be automated should be handled as problems
- D. Service requests and their fulfilment should be carried out by service desk staff without automation
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. Optimize and automate
- B. Focus on value
- C. Start where you are
- D. Think and work holistically
Correct Answer: D 🗳️
Which is an example of a service request?
- A. A request to investigate the cause of an incident
- B. A request to implement a security patch
- C. A request for normal operation to be restored
- D. A request for access to a file
Correct Answer: D 🗳️
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