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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Organizations, people and culture - Value streams and processes - Information and technology |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Focus on value - Start where you are |
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
| 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 Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
EXIN ITIL 4 Foundation Sample Questions:
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
- A. Problem identification
- B. Problem control
- C. Problem analysis
- D. Error control
Correct Answer: D 🗳️
Which two practices use workarounds?
- A. Problem management and incident management
- B. Incident management and continual improvement
- C. Change enablement and continual improvement
- D. Change enablement and problem management
Correct Answer: A 🗳️
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Problem management
- B. Change enablement
- C. Service level management
- D. Service request management
Correct Answer: C 🗳️
What is a user?
- A. The role that uses services
- B. The role that authorizes budget for service consumption
- C. The role that directs and controls an organization
- D. The role that defines the requirements for a service
Correct Answer: A 🗳️
What describes the steps needed to create and deliver a specific service to a consumer?
- A. A value stream
- B. Service management
- C. Practices
- D. Service level management
Correct Answer: A 🗳️
