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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Continual Improvement - Practices - Governance - Service Value Chain - Guiding Principles |
| Know the purpose and key terms of 15 ITIL practices | - Continual Improvement - Information Security Management - Service Request Management - Deployment Management - Supplier Management - Problem Management - Change Control - Relationship Management - Service Level Management - Incident Management - Service Configuration Management - Monitoring and Event Management - Service Desk - Release Management - IT Asset Management |
| Understand the four dimensions of service management | - Information and Technology - Value Streams and Processes - Partners and Suppliers - Organizations and People |
| Understand the activities of the service value chain | - Improve - Deliver & Support - Engage - Plan - Design & Transition - Obtain/Build |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Start where you are - Think and work holistically - Progress iteratively with feedback - Focus on value |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of service, utility, warranty, customer, user, service management, sponsor |
EXIN ITIL 4 Foundation Sample Questions:
1. Which of the following is the MOST important for effective incident management?
A) Collaboration tools and techniques
B) Balanced scorecard review
C) Automated pipelines
D) A variety of access channels
2. Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A) Service request management
B) Problem management
C) Service level management
D) Change enablement
3. Which guiding principle considers customer and user experience?
A) Focus on value
B) Start where you are
C) Keep it simple and practical
D) Collaborate and promote visibility
4. Which value chain activity is concerned with the availability of service components?
A) Design and transition
B) Plan
C) Deliver and support
D) Obtain/build
5. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A) Progress iteratively with feedback
B) Start where you are
C) Think and work holistically
D) Collaborate and promote visibility
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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