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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Partners and suppliers - Organizations, people and culture - Information and technology |
| ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Products and services - Value, outcomes, costs and risks |
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Focus on value - Think and work holistically - Optimize and automate - Keep it simple and practical - Start where you are - Progress iteratively with feedback |
| ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice recommends the use of event-based surveys to gather feedback from customers?
A) Service level management
B) Change enablement
C) Problem management
D) Service request management
2. Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.
A) a dedicated team
B) a value chain activity
C) a formal process
D) detailed procedures
3. Which BEST describes the focus of the 'think and work holistically' principle?
A) Integrating an organization's activities to deliver value
B) Eliminating unnecessary steps to deliver valuable outcomes
C) Breaking down large initiatives into smaller pieces of work
D) Considering the existing organizational assets before building something new
4. Which statement about outcomes is CORRECT?
A) Outcomes enable products to be delivered to a stakeholder
B) An outcome defines the amount of money spent on technology for a service
C) An outcome depends on at least one output to deliver a result
D) Outcomes provide assurance to stakeholders on how a service performs
5. Which describes the 'plan' value chain activity?
A) It ensures continual improvement of products, services, and practices across all value chain activities
B) It ensures that service components are available when and where they are needed, and meet agreed specifications
C) It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations
D) It ensures a shared understanding of the current status and vision for all products and services across the organization
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
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