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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Organizations and People - Value Streams and Processes - Information and Technology - Partners and Suppliers |
| Topic 2: Service Management Key Concepts | - Value and Value Co-creation - Service Offerings - Service Relationships |
| Topic 3: ITIL Service Value System (SVS) | - Continual Improvement - Governance - Service Value Chain - Practices Overview - Guiding Principles |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
How can a service consumer contribute to the reduction of risk?
A. By managing the detailed level of risk on behalf of the service provider
B. By providing the service in accordance with requirements
C. By fully understanding their own requirements for the service
D. By ensuring that the service provider's resources are correctly configured
Question 2
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
A. Service level manager
B. Change authority
C. Service desk agent
D. Problem analyst
Question 3
Which practice has a purpose that involves creating closer, more collaborative relationships?
A. Release management
B. Information security management
C. Supplier management
D. Service configuration management
Question 4
What are the types of asset management?
A. Operational management and IT asset management
B. IT asset management and technical management
C. Operational and technical management
D. IT asset management and software asset management
Question 5
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Acknowledge, classify, own
C. Diagnose, investigate, resolve
D. Initiate, approve, fulfil
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: B |
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