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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the purpose and components of the ITIL service value system | - Governance - Practices - Guiding Principles - Continual Improvement - Service Value Chain |
| Topic 2: Understand the four dimensions of service management | - Information and Technology - Value Streams and Processes - Organizations and People - Partners and Suppliers |
| Topic 3: 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 |
| Topic 4: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Think and work holistically - Progress iteratively with feedback - Optimize and automate - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Start where you are |
| Topic 5: Know the purpose and key terms of 15 ITIL practices | - Release Management - Monitoring and Event Management - IT Asset Management - Incident Management - Continual Improvement - Service Level Management - Information Security Management - Change Control - Service Configuration Management - Supplier Management - Problem Management - Relationship Management - Service Request Management - Service Desk - Deployment Management |
| Topic 6: Understand the activities of the service value chain | - Engage - Design & Transition - Plan - Improve - Deliver & Support - Obtain/Build |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice provides a communications point for users to report operational issues, queries and requests?
A. Service desk
B. Incident management
C. Relationship management
D. Continual improvement
Question 2
In which case would a problem be logged as part of the problem identification?
A. When the cause is identified but not resolved
B. When a user reports an unplanned service interruption
C. After a workaround is identified and documented
D. After receiving of error information from a supplier
Question 3
Which practice is MOST associated with the use of empathy to understand users?
A. Service desk
B. Service level management
C. Change enablement
D. Continual improvement
Question 4
What is included in the purpose of the 'IT asset management' practice?
A. Making new and changed assets available for use
B. Moving assets to live or other environments for testing or staging
C. Providing information on how assets are configured and the relationships between them
D. Supporting decision-making about purchase, re-use, retirement, and disposal of assets
Question 5
Which is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities
B. Automating service requests to the greatest degree possible
C. Providing good-quality updates when expected
D. Performing service reviews with customers
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: C |
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