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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Service Value System	25%	- Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement - Purpose and components of the Service Value System - Governance
Key Concepts of Service Management	20%	- Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders
ITIL Guiding Principles	15%	- Start where you are - Focus on value - Collaborate and promote visibility - Keep it simple and practical - Think and work holistically - Optimize and automate - Progress iteratively with feedback
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 ITIL 4	15%	- Organizations, people and culture - Partners and suppliers - Value streams and processes - Information and technology

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EXIN ITIL 4 Foundation Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which dimension of service management considers how activities are coordinated?

A. Value streams and processes
B. Partners and suppliers
C. Organizations and people
D. Information and technology

Answer: A

NEW QUESTION # 22
Which practice makes use of methods from Lean, Agile and DevOps?

A. Problem management
B. Continual improvement
C. Service desk
D. Incident management

Answer: B

NEW QUESTION # 23
Which is a purpose of release management?

A. To make new and changed services available for use
B. To protect the organization's information
C. To handle user-initiated service requests
D. To move hardware and software to live environments

Answer: A

NEW QUESTION # 24
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A. Problem management
B. Continual improvement
C. Service request management
D. Service desk

Answer: D

NEW QUESTION # 25
Which is a description of service provision?

A. Cooperation between two organizations to ensure that a service delivers value
B. Activities that an organization performs to deliver services
C. A way to help create value by facilitating outcomes that service consumers need
D. A formal description of one or more services, designed to address the needs of a service consumer

Answer: B

NEW QUESTION # 26
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