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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 |
| Know the purpose and key terms of 15 ITIL practices | - Information Security Management - Service Request Management - Continual Improvement - Incident Management - Change Control - Service Level Management - Service Configuration Management - Problem Management - Supplier Management - Relationship Management - Deployment Management - IT Asset Management - Release Management - Service Desk - Monitoring and Event Management |
| Understand the activities of the service value chain | - Engage - Obtain/Build - Design & Transition - Deliver & Support - Improve - Plan |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Start where you are - Collaborate and promote visibility - Focus on value - Think and work holistically - Progress iteratively with feedback - Keep it simple and practical |
| Understand the four dimensions of service management | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
| Understand the purpose and components of the ITIL service value system | - Continual Improvement - Governance - Practices - Guiding Principles - Service Value Chain |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
What is included in the purpose of the 'relationship management' practice?
A. Setting clear business-based targets so that the delivery of a service can be properly assessed
B. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C. Creating collaborative relationships with key suppliers to uncover and realize new value
D. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
Question 2
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A. Incident management
B. Service level management
C. Service request management
D. Problem management
Question 3
Where are the details of the required performance outcomes of a service defined?
A. Service level agreements
B. Service offerings
C. Service components
D. Service requests
Question 4
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Involving customers after all planning has been completed
B. Increasing collaboration and visibility for the improvement
C. Restricting information about the improvement to essential stakeholders only
D. Engaging every stakeholder group in the same way, with the same communication
Question 5
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Think and work holistically
C. Progress iteratively with feedback
D. Collaborate and promote visibility
Solutions:
| Question 1 Answer: D | Question 2 Answer: C | Question 3 Answer: A | Question 4 Answer: A | Question 5 Answer: C |
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