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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Focus on value - Think and work holistically - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Start where you are |
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Organizations, people and culture - Partners and suppliers - Information and technology |
| ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement - Governance |
| ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders |
EXIN ITIL 4 Foundation Sample Questions:
1. Which activity is part of the 'continual improvement' practice?
A) Logging and managing incidents that result in improvement opportunities
B) Making business cases for improvement action
C) Identifying the cause of incidents and recommending related improvements
D) Authorizing changes to implement improvements
2. What type of change is MOST likely to be managed by the 'service request management' practice?
A) A normal change
B) A standard change
C) An emergency change
D) An application change
3. Which statement about value streams is CORRECT?
A) Each value stream must include all six value chain activities
B) Each value stream must include suppliers or partners
C) Each value stream must be designed for a specific scenario
D) Each value stream must include all 34 ITIL practices
4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A) Service level management
B) Incident management
C) Service request management
D) Change enablement
5. What is the MAIN benefit of 'problem management'?
A) Managing workarounds and known errors
B) Reducing the number and impact of incidents
C) Restoring normal service as quickly as possible
D) Maximizing the number of successful changes
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: B |
