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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
| Key Concepts of ITIL 4 | 15% | - Information and technology - Organizations, people and culture - Partners and suppliers - Value streams and processes |
| ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| ITIL Service Value System | 25% | - Governance - Continual Improvement - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Start where you are - Optimize and automate - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Think and work holistically |
EXIN ITIL 4 Foundation Sample Questions:
1. Identify the missing word in the following sentence:
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
A) change
B) configuration item
C) problem
D) risk
2. Which of the four dimensions focuses on managing data in compliance with industry regulations?
A) Partners and suppliers
B) Value streams and processes
C) Organizations and people
D) Information and technology
3. Which practice identifies changes of state related to infrastructure, services, and business processes?
A) Information security management
B) Service configuration management
C) Monitoring and event management
D) Change enablement
4. Which is a recommendation of the guiding principle 'think and work holistically'?
A) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
B) Review service management practices and remove any unnecessary complexity
C) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D) Conduct a review of existing service management practices and decide what to keep and what to discard
5. What type of charge is often used for resolving incidents or implementing security patches?
A) Normal change
B) Change model
C) Standard change
D) Emergency change
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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