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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Practices - Continual Improvement - Service Value Chain - Governance - Guiding Principles |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Think and work holistically - Progress iteratively with feedback - Optimize and automate - Start where you are - Focus on value - Collaborate and promote visibility - Keep it simple and practical |
| Understand the activities of the service value chain | - Improve - Design & Transition - Obtain/Build - Plan - Engage - Deliver & Support |
| Know the purpose and key terms of 15 ITIL practices | - Deployment Management - Release Management - Incident Management - Continual Improvement - Problem Management - Service Desk - Service Request Management - IT Asset Management - Monitoring and Event Management - Change Control - Service Configuration Management - Relationship Management - Supplier 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 four dimensions of service management | - Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology |
EXIN ITIL 4 Foundation Sample Questions:
1. How do 'continual improvement registers' help to create value?
A) By monitoring achievement against service level targets
B) By documenting all improvement ideas in a single place
C) By assigning change authorities for change requests
D) By making improvements visible
2. Which of the four dimensions contributes is concerned with service integration and management?
A) Information and technology
B) Value streams and processes
C) Organizations and people
D) Partners and suppliers
3. When is the earliest that a workaround can be documented in 'problem management'?
A) After the problem has been resolved
B) After the problem has been logged
C) After the problem has been prioritized
D) After the problem has been analyzed
4. What is the MAIN benefit of 'problem management'?
A) Restoring normal service as quickly as possible
B) Reducing the number and impact of incidents
C) Managing workarounds and known errors
D) Maximizing the number of successful changes
5. Which practice has a purpose that includes managing authentication and non-repudiation?
A) Information security management
B) Relationship management
C) Supplier management
D) Service configuration management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |
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