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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Key Concepts of ITIL 4	15%	- Information and technology - Value streams and processes - Organizations, people and culture - Partners and suppliers
Topic 2: ITIL Guiding Principles	15%	- Progress iteratively with feedback - Think and work holistically - Optimize and automate - Focus on value - Start where you are - Keep it simple and practical - Collaborate and promote visibility
Topic 3: Key Concepts of Service Management	20%	- Value, outcomes, costs and risks - Products and services - Service relationships: service providers, consumers, stakeholders
Topic 4: ITIL Service Value System	25%	- Governance - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement
Topic 5: ITIL Practices	25%	- General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc.

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EXIN ITIL 4 Foundation Sample Questions (Q216-Q221):

NEW QUESTION # 216
What is NOT within the scope of service catalogue management?

A. Contribution to the definition of services
B. Interfaces between all services and supporting services
C. Fulfilment of business service requests
D. Interfaces between the service catalogue and service portfolio

Answer: C

NEW QUESTION # 217
Which practice makes use of methods from Lean, Agile and DevOps?

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

Answer: B

NEW QUESTION # 218
Which is an activity in the 'problem control' phase of problem management?

A. Documenting the steps in a workaround
B. Re-assessing a known error to manage the ongoing impact
C. Implementing a technical fix to resolve an issue
D. Reviewing incident records to identify trends

Answer: A

NEW QUESTION # 219
Which is included in the purpose of the 'service level management' practice?

A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

Answer: C

NEW QUESTION # 220
Why should some service requests be fulfilled with no additional approvals?

A. To set user expectations for fulfilment times
B. To streamline the fulfilment workflow
C. To ensure that information security requirements are met
D. To ensure that spending is properly accounted for

Answer: B

NEW QUESTION # 221
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