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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Keep it simple and practical - Think and work holistically - Start where you are - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value |
| Understand the purpose and components of the ITIL service value system | - Guiding Principles - Service Value Chain - Governance - Continual Improvement - Practices |
| Know the purpose and key terms of 15 ITIL practices | - Incident Management - Service Level Management - Release Management - Service Request Management - Change Control - Service Desk - Problem Management - Deployment Management - Information Security Management - Continual Improvement - IT Asset Management - Monitoring and Event Management - Service Configuration Management - Supplier Management - Relationship Management |
| Understand the activities of the service value chain | - Obtain/Build - Improve - Design & Transition - Plan - Engage - Deliver & Support |
| Understand the four dimensions of service management | - Value Streams and Processes - Information and Technology - Partners and Suppliers - Organizations and People |
| 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:
1. What is MOST LIKELY to be handled as a service request?
A) The implementation of a workaround
B) Providing a virtual server for a development team
C) An emergency change to apply a security patch
D) Managing an interruption to a service
2. Which includes governance, management practices, and continual improvement?
A) The 'focus on value' guiding principle
B) The 'value stream and processes' dimension
C) The 'deliver and support' value chain activity
D) The service value system
3. What is the definition of a problem?
A) A cause, or potential cause, of one or more incidents
B) An incident for which a full resolution is not yet available
C) Any change of state that has significance for the management of a configuration item (CI)
D) An unplanned interruption to a service, or reduction in the quality of a service
4. Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.
A) a formal process
B) a dedicated team
C) a value chain activity
D) detailed procedures
5. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
A) Service desk
B) Service level management
C) Supplier management
D) Service request management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
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