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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Organizations, people and culture - Information and technology - Partners and suppliers |
| ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| ITIL Guiding Principles | 15% | - Optimize and automate - Start where you are - Progress iteratively with feedback - Think and work holistically - Keep it simple and practical - Collaborate and promote visibility - Focus on value |
| ITIL Service Value System | 25% | - Continual Improvement - Governance - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
EXIN ITIL 4 Foundation Sample Questions:
Which term is used to define "any component that needs to be managed in order to deliver an IT service"?
- A. An IT asset
- B. A configuration item
- C. An event
- D. A change
Correct Answer: B 🗳️
Which is included in the purpose of the 'service level management' practice?
- A. To ensure that suppliers and their performance are managed appropriately
- B. To ensure accurate information about the configuration of services is available
- C. To maximize the number of successful service and product changes
- D. To set clear business-based targets for service levels
Correct Answer: D 🗳️
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 level management
- C. Supplier management
- D. Service desk
Correct Answer: B 🗳️
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?
- A. Known error
- B. Event
- C. Problem
- D. Incident
Correct Answer: C 🗳️
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Relationship management
- B. Change control
- C. Supplier management
- D. Service desk
Correct Answer: A 🗳️
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