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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Information and technology - Value streams and processes - Partners and suppliers |
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Keep it simple and practical - Progress iteratively with feedback - Think and work holistically - Focus on value - Start where you are - Optimize and automate |
| 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. |
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance - Continual Improvement |
| Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
EXIN ITIL 4 Foundation Sample Questions:
What is the purpose of the 'deployment management' practice?
- A. To make new and changed services and features available for use
- B. To plan and manage the full lifecycle of all IT assets
- C. To move new or changed components to live environments
- D. To protect the information needed by the organization to conduct its business
Correct Answer: C 🗳️
Which activity is NOT recommended by the 'start where you are' guiding principle?
- A. Using source data to avoid any unintentional data distortion round in reports
- B. Involving people who are not familiar with a service when observing and assessing its activities
- C. Applying risk management when considering to introduce new processes
- D. Discarding existing processes before assessing their usefulness
Correct Answer: D 🗳️
Which term could be used to refer to a single person who has independently subscribed to a service?
- A. Service desk
- B. Service provider
- C. Supplier
- D. Organization
Correct Answer: D 🗳️
What is included in the purpose of the 'release management' practice?
- A. Moving new software to live environments
- B. Making new features available for use
- C. Ensuring information about services is available
- D. Authorizing changes to proceed
Correct Answer: B 🗳️
Which practice identifies changes of state related to infrastructure, services, and business processes?
- A. Monitoring and event management
- B. Information security management
- C. Service configuration management
- D. Change enablement
Correct Answer: A 🗳️
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