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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Continual Improvement - Service Value Chain - Guiding Principles - Practices - Governance |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Focus on value - Start where you are - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility |
| Know the purpose and key terms of 15 ITIL practices | - Service Configuration Management - Continual Improvement - Release Management - Incident Management - Problem Management - Deployment Management - Supplier Management - IT Asset Management - Relationship Management - Change Control - Service Desk - Service Request Management - Monitoring and Event Management - Service Level Management - Information Security Management |
| 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 |
| Understand the activities of the service value chain | - Plan - Design & Transition - Deliver & Support - Obtain/Build - Engage - Improve |
| Understand the four dimensions of service management | - Partners and Suppliers - Organizations and People - Information and Technology - Value Streams and Processes |
EXIN ITIL 4 Foundation Sample Questions:
Which is an activity of the 'problem management' practice?
- A. Prioritization of problems based on the risk that they pose
- B. Resolution of incidents in a time that meets customer expectations
- C. Authorization of changes to resolve the cause of problems
- D. Restoration of normal service operation as quickly as possible
Correct Answer: A 🗳️
What should be used to set user expectations for request fulfilment times?
- A. The time that the customer indicates for service delivery
- B. The time needed to realistically deliver the service
- C. The consumer demand for the service
- D. The service levels of the supplier
Correct Answer: B 🗳️
Which of the following is the MOST important for effective incident management?
- A. Collaboration tools and techniques
- B. Automated pipelines
- C. Balanced scorecard review
- D. A variety of access channels
Correct Answer: A 🗳️
Which of the following guiding principles proposes the elimination of unnecessary work?
- A. Progress iteratively with feedback
- B. Think and work holistically
- C. Start where you are
- D. Keep it simple and practical
Correct Answer: D 🗳️
What is a cause, or potential cause, of one or more incidents?
- A. A workaround
- B. An incident
- C. A configuration item
- D. A problem
Correct Answer: D 🗳️
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