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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15% | - Start where you are - Optimize and automate - Think and work holistically - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback |
| Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
| ITIL Service Value System | 20% | - Continual improvement - Purpose and components - Service value chain
|
| Key Concepts of Service Management | 15% | - Services, service offerings, service relationships - Value, value co-creation, stakeholders - Service management as a practice |
| ITIL Practices | 30% | - Service management practices
|
EXIN ITIL 4 Foundation Sample Questions:
How should a process design allow for exceptional situations?
- A. Create an additional process for each exception
- B. Include all exception steps in the main process
- C. Remove the option for process exceptions
- D. Create rules to handle exceptions generally
Correct Answer: D 🗳️
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
- A. Incident management
- B. Continual improvement
- C. Service request management
- D. Change enablement
Correct Answer: B 🗳️
What is a problem that has been analyzed but has not been resolved?
- A. Known error
- B. Workaround
- C. Incident
- D. Risk
Correct Answer: A 🗳️
A good way to apply the ITIL guiding principle 'focus on value' is to:
- A. Do less tasks but in a better way with higher quality
- B. Understand the whole, but do something
- C. Understand why services are used by service consumers
- D. Be aware of system complexity
Correct Answer: C 🗳️
Which statement about a service value stream is CORRECT?
- A. It uses prescriptive inputs and outputs
- B. It integrates practices for a specific scenario
- C. It is a value chain activity
- D. It is used to provide governance
Correct Answer: B 🗳️
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