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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Continual Improvement | |
| Topic 2: ITIL Practices | - Technical Management Practices - General Management Practices - Service Management Practices |
| Topic 3: Key Concepts of Service Management | - Guiding Principles - Service Value System (SVS) - Four Dimensions of Service Management |
| Topic 4: Service Value Chain Activities |
EXIN ITIL 4 Foundation Sample Questions:
1. What should be considered as part of the 'partners and suppliers' dimension?
A) The information created, managed and used in the course of service provision and consumption
B) The level of integration and formality involved in the relationships between organizations
C) The activities, workflows, controls and procedures needed to achieve the agreed objectives
D) The required skills and competencies of teams and individual members of the organization
2. Which is an example of a problem control activity?
A) Re-assessing a known error to understand the ongoing impact
B) Reviewing incident records to identify trends
C) Implementing a technical fix to resolve an issue
D) Documenting the steps in a workaround
3. What is the CORRECT order for the three phases of problem management?
A) Problem control, error control, problem identification
B) Error control, problem control, problem identification
C) Problem identification, error control, problem control
D) Problem identification, problem control, error control
4. How should a process design allow for exceptional situations?
A) Create rules to handle exceptions generally
B) Create an additional process for each exception
C) Remove the option for process exceptions
D) Include all exception steps in the main process
5. Which is a key requirement for successful service level agreements (SLAs)?
A) They should avoid ambiguous targets such as those relating to user experience
B) They should be written using language and terms which all parties will understand
C) They should be based on system-based metrics which are useful to the service provider
D) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
