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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Value streams and processes - Information and technology - Organizations, people and culture |
| ITIL Guiding Principles | 15% | - Start where you are - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Think and work holistically |
| ITIL Service Value System | 25% | - Governance - Continual Improvement - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
| Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which statement about the 'service request management' practice is CORRECT?
A. Service requests are fulfilled using simple workflows
B. Financial authorization is sometimes required for service requests
C. A new workflow is created for each type of request
D. Additional approval is sometimes needed for restoration of service
Question 2
Which will NOT be handled as a service request?
A. The provision of a laptop
B. The replacement of a toner cartridge
C. The degradation of a service
D. A complaint about a support team
Question 3
Which practice handles all pre-defined user-initiated service actions?
A. Deployment management
B. Service request management
C. Service level management
D. Incident management
Question 4
Which of the following statements is included in the 'improve' value chain activity's purpose?
A. Ensure continual engagement and good relationships with all stakeholders
B. Ensure services continually meet expectations for quality, costs, and time to market
C. Ensure a shared understanding of the improvement direction for services across the organization
D. Ensure the continual improvement of practices across all value chain activities
Question 5
Which statement about outcomes is CORRECT?
A. They are deliverables provided to service consumers
B. They allow service consumers to achieve a desired result
C. They provide products to service providers based on outputs
D. They co-create value for service providers by reducing costs and risks
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: B |
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