ITILFNDv4 PDF Practice Q&A's
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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Organizations, service providers, service consumers - Value and value co-creation - Products and services relationship |
| ITIL Practices Overview | - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) |
| Four Dimensions of Service Management | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| ITIL Service Value System (SVS) | - Governance - Service value chain - Continual improvement - Guiding principles - Opportunity, demand, and value |
EXIN ITIL 4 Foundation Sample Questions:
What is the definition of 'service management'?
- A. A formal description of one or more services, designed to address the needs of a target consumer group
- B. A result for a stakeholder enabled by one or more outputs
- C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services
Correct Answer: D 🗳️
Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help drive improvements?
- A. Think and work holistically
- B. Start where you are
- C. Optimize and automate
- D. Focus on value
Correct Answer: C 🗳️
What ensures that a service provider and a service consumer continually co-create value?
- A. Service offerings
- B. Service level management
- C. Service relationship management
- D. Service consumption
Correct Answer: C 🗳️
Which statement about value creating activities is CORRECT?
- A. Each value stream should be designed with a specific combination of service value chain activities
- B. A value stream is an operating model for creating value through products and services
- C. Organizations should ensure that each value stream is applicable to many scenarios
- D. Service value chain activities have pre-determined dependencies on ITIL practices
Correct Answer: A 🗳️
Which is the FIRST thing to consider when focusing on value?
- A. Identifying the service consumer who will receive value
- B. Defining customer experience and user experience
- C. Ensuring value is co-created by improvement initiatives
- D. Understanding what is valuable to the service consumer
Correct Answer: A 🗳️
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