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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: ITIL Service Value System (SVS) | - Guiding Principles - Governance - Service Value Chain - Practices Overview - Continual Improvement |
| Topic 3: Service Management Key Concepts | - Service Relationships - Value and Value Co-creation - Service Offerings |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice recommends the use of event-based surveys to gather feedback from customers?
A. Service request management
B. Problem management
C. Service level management
D. Change enablement
Question 2
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A. Retire, Test, Operate, Deploy, Ideation, Develop, Design
B. Ideation, Design, Develop, Deploy, Test, Operate, Retire
C. None of the above
D. Ideation, Test, Develop, Deploy, Design, Operate, Retire
Question 3
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
A. managed
B. measured
C. rewarded
D. defined
Question 4
Which term relates to service levels aligned with the needs of service consumers?
A. Service management
B. Warranty
C. Utility
D. Cost
Question 5
Which service value chain activity relates with buying new products?
A. Obtain/build
B. Improve
C. Plan
D. Engage
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: A |
