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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Value and value co-creation - Products and services relationship - Organizations, service providers, service consumers |
| Topic 2: Four Dimensions of Service Management | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
| Topic 3: ITIL Practices Overview | - General management practices (e.g., continual improvement, risk management) - Technical management practices (e.g., deployment management, infrastructure and platform management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Topic 4: ITIL Service Value System (SVS) | - Guiding principles - Governance - Continual improvement - Opportunity, demand, and value - Service value chain |
EXIN ITIL 4 Foundation Sample Questions:
1. Which can a change schedule be used for?
A) Speeding up the planning and authorization of emergency changes
B) Providing information about deployed changes to help manage incidents and problems
C) Tracking and managing improvement ideas from identification through to final action
D) Providing a means of initiating and assessing normal changes
2. What is a change schedule PRIMARILY used for?
A) To help assign a change authority
B) To help plan emergency changes
C) To help manage normal changes
D) To help authorize standard changes
3. In which situation will incident management USUALLY use a separate process?
A) For low impact incidents
B) For information security incidents
C) Where no target resolution time exists
D) Where the cause must be diagnosed
4. Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.
A) detailed procedures
B) a value chain activity
C) a dedicated team
D) a formal process
5. What is a user?
A) The role that directs and controls an organization
B) The role that defines the requirements for a service
C) The role that authorizes budget for service consumption
D) The role that uses services
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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