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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Value Chain Activities | |
| Key Concepts of Service Management | - Service Value System (SVS) - Four Dimensions of Service Management - Guiding Principles |
| Continual Improvement | |
| ITIL Practices | - Service Management Practices - General Management Practices - Technical Management Practices |
EXIN ITIL 4 Foundation Sample Questions:
Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the
components' parts are related.
3. Organizations should consider whether technology could improve the
efficiency of manual processes.
4. It is important to understand the organization's objectives when
assessing the impact of potential improvements
- A. 1 and 4
- B. 2 and 3
- C. 1 and 2
- D. 3 and 4
Correct Answer: D 🗳️
Which activity is NOT recommended by the 'start where you are' guiding principle?
- A. Discarding existing processes before assessing their usefulness
- B. Involving people who are not familiar with a service when observing and assessing its activities
- C. Applying risk management when considering to introduce new processes
- D. Using source data to avoid any unintentional data distortion round in reports
Correct Answer: A 🗳️
Which two practices use workarounds?
- A. Incident management and continual improvement
- B. Change enablement and continual improvement
- C. Problem management and incident management
- D. Change enablement and problem management
Correct Answer: C 🗳️
Which phase of problem management includes analyzing incidents to look for patterns and trends?
- A. Problem control
- B. Error control
- C. Problem identification
- D. Post-implementation review
Correct Answer: C 🗳️
When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been resolved
- B. After the problem has been analyzed
- C. After the problem has been prioritized
- D. After the problem has been logged
Correct Answer: D 🗳️
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