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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q160-Q165):

NEW QUESTION # 160
Which is included in the purpose of the 'design and transition' value chain activity?

A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Continually meeting stakeholder expectations for costs
D. Supporting services according to specifications

Answer: C

NEW QUESTION # 161
Which activity is NOT recommended by the 'start where you are' guiding principle?

A. Involving people who are not familiar with a service when observing and assessing its activities
B. Using source data to avoid any unintentional data distortion round in reports
C. Discarding existing processes before assessing their usefulness
D. Applying risk management when considering to introduce new processes

Answer: C

NEW QUESTION # 162
Which describes a standard change?

A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible

Answer: B

NEW QUESTION # 163
Which guiding principle focuses on reducing costs and human errors?

A. Collaborate and promote visibility
B. Optimize and automate
C. Think and work holistically
D. Focus and value

Answer: B

NEW QUESTION # 164
Which practice helps to ensure that the services delivered to customers are aligned with their needs?

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

Answer: D

NEW QUESTION # 165
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