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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q62-Q67):

NEW QUESTION # 62
What is described by the service value system?

A. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
B. How all the components and activities of the organization work together as a system to enable value creation
C. How to apply the systems approach of the guiding principle think and work holistically
D. Services based on one or more products, designed to address needs of a target consumer group

Answer: B

NEW QUESTION # 63
Which includes governance, management practices, and continual improvement?

A. The 'focus on value' guiding principle
B. The 'deliver and support' value chain activity
C. The service value system
D. The 'value stream and processes' dimension

Answer: C

NEW QUESTION # 64
Which step of the continual improvement model includes baseline assessments?

A. Where are we now?
B. Did we get there?
C. Where do we want to be?
D. What is the vision?

Answer: A

NEW QUESTION # 65
What is included in the purpose of the 'release management' practice?

A. Authorizing changes to proceed
B. Moving new software to live environments
C. Making new features available for use
D. Ensuring information about services is available

Answer: C

NEW QUESTION # 66
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A. Change control
B. Release management
C. Deployment management
D. Service configuration management

Answer: A

NEW QUESTION # 67
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