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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., continual improvement, risk management) - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) |
| Topic 3: ITIL Service Value System (SVS) | - Continual improvement - Service value chain - Opportunity, demand, and value - Guiding principles - Governance |
| Topic 4: Key Concepts of Service Management | - Value and value co-creation - Products and services relationship - Organizations, service providers, service consumers |
EXIN ITIL 4 Foundation Sample Questions:
Which statement about a 'continual improvement register (CIR)' is TRUE?
- A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources
- B. Used to select the right method, model or technique for identifying improvements
- C. Used to track and manage improvement ideas from identification through to final action
- D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
Correct Answer: C 🗳️
Which is part of the definition of a customer?
- A. The role that authorizes budget for service consumption
- B. A means of enabling value co-creation
- C. A set of specialized organizational capabilities for enabling value
- D. The role that defines the requirements for a service
Correct Answer: D 🗳️
When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been logged
- B. After the problem has been analyzed
- C. After the problem has been prioritized
- D. After the problem has been resolved
Correct Answer: A 🗳️
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
- A. Execute improvement actions
- B. Define measurable targets
- C. Perform baseline assessments
- D. Evaluate measurements and metrics
Correct Answer: D 🗳️
Which statement about outcomes is CORRECT?
- A. Outcomes help a service consumer to assess the cost of a specific activity
- B. Outcomes use activities to produce tangible or intangible deliverables
- C. Outcomes give service consumers assurance of products or services
- D. Outcomes rely on outputs to deliver results for a stakeholder
Correct Answer: D 🗳️



