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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q218-Q223):

NEW QUESTION # 218
Which of the following terms is more suitable to describe the functionality of a service?

A. Outcome
B. Output
C. Utility
D. Warranty

Answer: C

NEW QUESTION # 219
Which step of the 'continual management model' defines measurable targets?

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

Answer: A

NEW QUESTION # 220
In which step of the 'continual improvement model' is an improvement plan implemented?

A. Did we get there?
B. How do we get there?
C. What is the vision?
D. Take action

Answer: D

NEW QUESTION # 221
Which is a key requirement for successful service level agreements (SLAs)?

A. They should avoid ambiguous targets such as those relating to user experience
B. They should be written using language and terms which all parties will understand
C. They should be based on system-based metrics which are useful to the service provider
D. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

Answer: B

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined `service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an `agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.

NEW QUESTION # 222
Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management
B. Change control
C. Service level management
D. Problem management

Answer: B

NEW QUESTION # 223
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