EXIN ITIL real dump : ITIL Foundation (V4)

  • Exam Code: ITIL
  • Exam Name: ITIL Foundation (V4)
  • Updated: Nov 04, 2026
  • Q&As: 505 Questions and Answers

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EXIN ITIL Exam Syllabus Topics:

SectionObjectives
Understand the four dimensions of service management- Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes
Understand the activities of the service value chain, and how they interconnect- Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
Understand how the ITIL guiding principles can help an organization adopt and adapt service management- Describe the nature, use and interaction of the guiding principles
- Explain the use of the guiding principles
Understand how the ITIL practices contribute to the service value chain- Explain the role of selected practices in the service value chain
Understand the purpose and components of the ITIL service value system- Describe the ITIL service value system
Know the purpose and key terms of selected ITIL practices- Describe the purpose of selected practices
  • 1. Continual Improvement
  • 2. Problem Management
  • 3. Incident Management
  • 4. Service Request Management
  • 5. Change Control
  • 6. Service Desk
  • 7. Service Level Management
- Define key terms for selected practices
Understand the key concepts of service management- Recall the definition of: service, utility, warranty, customer, user, service management, sponsor
- Describe the key concepts of creating value with services
- Describe the key concepts of service relationships

EXIN ITIL Foundation (V4) Sample Questions:

Question #1

Which statement about managing incidents is CORRECT?

  • A. Incidents with the lowest impact should be resolved first
  • B. Low impact incidents should be resolved efficiently, making logging unnecessary
  • C. The 'incident management' practice should use a single process regardless of the impact of the incident
  • D. Low impact incidents should be resolved efficiently so the resource required is reduced
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #2

What is described by the service value system?

  • A. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation
  • B. How to apply the systems approach of the guiding principle think and work holistically
  • C. Services based on one or more products, designed to address needs of a target consumer group
  • D. How all the components and activities of the organization work together as a system to enable value creation
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #3

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

  • A. Customer feedback
  • B. Customer engagement
  • C. Business metrics
  • D. Operational metrics
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #4

Which value chain activity is concerned with the availability of service components?

  • A. Deliver and support
  • B. Design and transition
  • C. Plan
  • D. Obtain/build
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #5

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

  • A. Service desk
  • B. Continual improvement
  • C. Problem management
  • D. Change control
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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