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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) - General management practices (e.g., continual improvement, risk management) |
| Topic 2: Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| Topic 3: ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Service value chain - Opportunity, demand, and value - Governance |
| Topic 4: Key Concepts of Service Management | - Products and services relationship - Value and value co-creation - Organizations, service providers, service consumers |
EXIN ITIL 4 Foundation Sample Questions:
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. rewarded
- B. defined
- C. managed
- D. measured
In service relationships, what is a benefit of identifying consumer roles?
- A. It enables a common definition of value
- B. It provides shared service expectations
- C. It removes constraints from the customer
- D. It enables effective stakeholder management
Which statement about the service value chain is CORRECT?
- A. The service value chain converts value into demand
- B. Each value chain activity uses different combinations of practices to convert inputs into outputs
- C. Each value chain activity identifies a requirement for resources from an external supplier
- D. The service value chain uses value streams to describe a combination of consumers and providers
Which role approves the cost of services?
- A. User
- B. Sponsor
- C. Change authority
- D. Customer
Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
[?].
- A. changes
- B. known errors
- C. IT assets
- D. events
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