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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Value streams and processes - Information and technology - Partners and suppliers |
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance - Continual Improvement |
| ITIL Guiding Principles | 15% | - Focus on value - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Start where you are |
| ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice involves the management of vulnerabilities that were not identified before the service went live?
A) Service request management
B) Service level management
C) Change control
D) Problem management
2. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
A) Service request management
B) Service desk
C) Service level management
D) Supplier management
3. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A) Focus on value
B) Think and work holistically
C) Optimize and automate
D) Start where you are
4. Identify the missing words in the following sentence:
A user is [?] that uses services.
A) a team
B) an organization
C) a supplier
D) a role
5. What is a change schedule PRIMARILY used for?
A) To help authorize standard changes
B) To help plan emergency changes
C) To help assign a change authority
D) To help manage normal changes
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
