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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Understand the key concepts of service management	- Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services
Topic 2: Understand the activities of the service value chain	- Obtain/Build - Design & Transition - Plan - Engage - Deliver & Support - Improve
Topic 3: Understand the purpose and components of the ITIL service value system	- Guiding Principles - Continual Improvement - Governance - Practices - Service Value Chain
Topic 4: Know the purpose and key terms of 15 ITIL practices	- IT Asset Management - Information Security Management - Incident Management - Change Control - Service Desk - Service Request Management - Deployment Management - Monitoring and Event Management - Service Configuration Management - Relationship Management - Problem Management - Continual Improvement - Supplier Management - Release Management - Service Level Management
Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management	- Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback - Focus on value - Start where you are - Keep it simple and practical - Think and work holistically
Topic 6: Understand the four dimensions of service management	- Organizations and People - Value Streams and Processes - Partners and Suppliers - Information and Technology

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EXIN ITIL 4 Foundation Sample Questions (Q225-Q230):

NEW QUESTION # 225
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Defining the improvement plan
B. Performing baseline assessments
C. Understanding the business mission
D. Executing improvement actions

Answer: B

NEW QUESTION # 226
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A. Supporting services view
B. Retail customer view
C. Wholesale customer view
D. Service-based SLA view

Answer: A

NEW QUESTION # 227
Which is MOST LIKELY to be achieved by following a detailed procedure?

A. Investigating a problem
B. Managing a service request
C. Assessing a change
D. Resolving an incident

Answer: B

NEW QUESTION # 228
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A. Design controls and metrics and add them individually until all are implemented
B. Design controls and metrics first, then remove those not adding value
C. Only add controls and metrics that are required for compliance
D. Only add controls and metrics when they are needed

Answer: D

NEW QUESTION # 229
Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Problem management
B. Change enablement
C. Service request management
D. Service level management

Answer: D

NEW QUESTION # 230
......

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