Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 15% | - Design and transition - Deliver and support - Plan - Engage - Improve - Obtain/build |
| Four Dimensions of Service Management | 18% | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| ITIL Management Practices | 17% | - Technical management practices
|
| Guiding Principles | 18% | - Start where you are - Think and work holistically - Focus on value - Optimize and automate - Collaborate and promote visibility - Keep it simple and practical - Progress iteratively with feedback |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| ITIL Service Value System | 20% | - Guiding principles - Continual improvement - Governance - Practices - Service value chain |
EXIN ITIL Foundation (V4) Sample Questions:
Which describes the utility of a service?
- A. A service that supports the performance of the consumer
- B. A service that is fit for use
- C. A service that meets its service level targets
- D. A service that increases constraints on the consumer
Correct Answer: A 🗳️
How does information about problems and known errors contribute to 'incident management'?
- A. It enables quick and efficient diagnosis of incidents
- B. It removes the need for regular customer updates
- C. It removes the need for collaboration during incident resolution
- D. It enables the reassessment of known erros
Correct Answer: A 🗳️
Which statement about the 'incident management' practice is CORRECT?
- A. It identifies the cause of major incidents.
- B. It resolves the highest impact incidents first.
- C. It authorizes changes to resolve incidents.
- D. It maintains detailed procedures for diagnosing incidents.
Correct Answer: B 🗳️
Explanation: Only visible for PremiumVCEDump members. You can sign-up / login (it's free).
Which statement about the 'continual improvement model' is CORRECT?
- A. Organizations should use an additional model or method to link improvements to customer value
- B. Organizations should work through the steps of the model in the sequence in which they are presented
- C. The model is applicable to only certain parts of the service value system
- D. The flow of the model helps organizations to link improvements to its goals
Correct Answer: D 🗳️
Which describes normal changes?
- A. Changes that are typically initiated as service requests
- B. Changes that need to be scheduled and assessed following a process
- C. Changes that are low-risk and pre-authorized
- D. Changes that must be implemented as soon as possible
Correct Answer: B 🗳️
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