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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Progress iteratively with feedback - Focus on value - Start where you are - Keep it simple and practical |
| Understand the purpose and components of the ITIL service value system | - Practices - Guiding Principles - Continual Improvement - Governance - Service Value Chain |
| Know the purpose and key terms of 15 ITIL practices | - Service Level Management - IT Asset Management - Continual Improvement - Monitoring and Event Management - Supplier Management - Deployment Management - Service Desk - Relationship Management - Problem Management - Service Configuration Management - Release Management - Change Control - Service Request Management - Information Security Management - Incident Management |
| Understand the four dimensions of service management | - Information and Technology - Partners and Suppliers - Value Streams and Processes - Organizations and People |
| Understand the activities of the service value chain | - Deliver & Support - Obtain/Build - Plan - Engage - Design & Transition - Improve |
| 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 |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Change enablement
B. Monitoring and event management
C. Relationship management
D. Release management
Question 2
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
A. Operational metrics
B. Customer engagement
C. Customer feedback
D. Business metrics
Question 3
What is the difference between the 'incident management' and 'service desk' practices?
A. Incident management resolves issues, service desk investigates the underlying causes of issues
B. Incident management resolves complex issues, service desk resolves simpler issues
C. Incident management restores service operation, service desk provides communication with users
D. Incident management manages interruptions to services, service desk monitors achieved service quality
Question 4
Which practice identifies changes of state related to infrastructure, services, and business processes?
A. Change enablement
B. Monitoring and event management
C. Information security management
D. Service configuration management
Question 5
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A. Continual improvement
B. Service level management
C. Service desk
D. Relationship management
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: C |
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