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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain | - Engage - Design & Transition - Improve - Deliver & Support - Obtain/Build - Plan |
| Topic 2: 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 |
| Topic 3: Understand the four dimensions of service management | - Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers |
| Topic 4: Understand the purpose and components of the ITIL service value system | - Practices - Continual Improvement - Service Value Chain - Guiding Principles - Governance |
| Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Progress iteratively with feedback - Focus on value - Keep it simple and practical - Think and work holistically - Start where you are - Collaborate and promote visibility - Optimize and automate |
| Topic 6: Know the purpose and key terms of 15 ITIL practices | - Monitoring and Event Management - Supplier Management - Information Security Management - Release Management - Continual Improvement - Service Configuration Management - Service Level Management - Problem Management - IT Asset Management - Service Request Management - Deployment Management - Change Control - Incident Management - Relationship Management - Service Desk |
EXIN ITIL 4 Foundation Sample Questions:
1. Which skill is required by the 'service level management' practice?
A) Supplier management
B) Event monitoring
C) Technical expertise
D) Problem management
2. Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
A) Relationship management
B) Monitoring and event management
C) Service level management
D) Service desk
3. What is the definition of a problem?
A) An incident for which a full resolution is not yet available
B) A cause, or potential cause, of one or more incidents
C) Any change of state that has significance for the management of a configuration item (CI)
D) An unplanned interruption to a service, or reduction in the quality of a service
4. What does 'change enablement' PRIMARILY focus on?
A) Changes to organizational structure
B) Changes to products and services
C) Changes to service levels
D) Changes to skills and competencies
5. What varies in size and complexity, and uses functions to achieve its objectives?
A) An organization
B) An outcome
C) A risk
D) A practice
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |
