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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the activities of the service value chain | - Obtain/Build - Design & Transition - Plan - Engage - Deliver & Support - Improve |
| Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| 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 - Start where you are - Optimize and automate - Collaborate and promote visibility - Think and work holistically |
| Understand the four dimensions of service management | - Information and Technology - Value Streams and Processes - Organizations and People - Partners and Suppliers |
| Understand the purpose and components of the ITIL service value system | - Service Value Chain - Practices - Governance - Guiding Principles - Continual Improvement |
| Know the purpose and key terms of 15 ITIL practices | - Change Control - Deployment Management - Service Configuration Management - Service Request Management - IT Asset Management - Supplier Management - Service Desk - Problem Management - Continual Improvement - Incident Management - Information Security Management - Relationship Management - Release Management - Monitoring and Event Management - Service Level Management |
EXIN ITIL 4 Foundation Sample Questions:
1. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
A) Service level management
B) Incident management
C) Service request management
D) Change enablement
2. Which practice identifies metrics that reflect a customer experience of a service?
A) Service level management
B) Problem management
C) Service desk
D) Continual improvement
3. Where are the details of the required performance outcomes of a service defined?
A) Service offerings
B) Service components
C) Service level agreements
D) Service requests
4. Which organization delivers outputs or outcomes of a service?
A) A service consumer delivers outcomes of the service
B) A service consumer delivers outputs of the service
C) A service provider delivers outcomes of the service
D) A service provider delivers outputs of the service
5. Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A) Relationship management
B) Change enablement
C) Monitoring and event management
D) Release management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B |



