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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of ITIL 4 | 15% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations, people and culture |
| Topic 2: ITIL Service Value System | 25% | - Continual Improvement - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance |
| Topic 3: ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
| Topic 4: ITIL Guiding Principles | 15% | - Focus on value - Optimize and automate - Start where you are - Think and work holistically - Collaborate and promote visibility - Keep it simple and practical - Progress iteratively with feedback |
| Topic 5: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
EXIN ITIL 4 Foundation Sample Questions:
1. Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
A) Performing baseline assessments
B) Understanding the business mission
C) Defining the improvement plan
D) Executing improvement actions
2. Which describes an unresolved problem which has been already analysed?
A) A risk
B) A workaround
C) An incident
D) A known error
3. What ensures that a service provider and a service consumer continually co-create value?
A) Service offerings
B) Service consumption
C) Change enablement
D) Service relationship management
4. Which is included in the purpose of the 'service level management' practice?
A) To ensure accurate information about the configuration of services is available
B) To maximize the number of successful service and product changes
C) To ensure that suppliers and their performance are managed appropriately
D) To set clear business-based targets for service levels
5. Which statement about outcomes is CORRECT?
A) They are deliverables provided to service consumers
B) They provide products to service providers based on outputs
C) They allow service consumers to achieve a desired result
D) They co-create value for service providers by reducing costs and risks
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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