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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Continual Improvement | |
| Key Concepts of Service Management | - Service Value System (SVS) - Four Dimensions of Service Management - Guiding Principles |
| Service Value Chain Activities | |
| ITIL Practices | - Technical Management Practices - General Management Practices - Service Management Practices |
EXIN ITIL 4 Foundation Sample Questions:
1. In which step of the 'continual improvement model' is an improvement plan implemented?
A) Take action
B) Did we get there?
C) How do we get there?
D) What is the vision?
2. Which value chain activity ensures that ongoing service activity meets user expectations?
A) Deliver and support
B) Engage
C) Obtain/build
D) Plan
3. What includes governance as a component?
A) Practices
B) The service value chain
C) The service value system
D) The guiding principles
4. Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other
A) 2 and 3
B) 3 and 4
C) 1 and 4
D) 1 and 2
5. Which step of the continual improvement model includes baseline assessments?
A) Where are we now?
B) Where do we want to be?
C) Did we get there?
D) What is the vision?
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
