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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
Organizational Structure and Roles	10%	- Key roles and responsibilities - Teams and groups
Technology and Information Management	10%	- Role of technology in service management - Information management principles
ITIL Service Value System	20%	- Continual improvement - Governance - Service value chain 1. Obtain/build 2. Design and transition 3. Deliver and support 4. Improve 5. Engage 6. Plan - Purpose and components
ITIL Practices	30%	- Service management practices 1. Incident management 2. Capacity and performance management 3. Problem management 4. Service request management 5. Change enablement 6. Business continuity management 7. Availability management 8. Service level management - Technical management practices 1. Deployment management 2. Infrastructure and platform management 3. Software development and management - General management practices 1. Supplier management 2. Relationship management 3. Information security management 4. Continual improvement
ITIL Guiding Principles	15%	- Progress iteratively with feedback - Start where you are - Focus on value - Keep it simple and practical - Optimize and automate - Think and work holistically - Collaborate and promote visibility
Key Concepts of Service Management	15%	- Service management as a practice - Services, service offerings, service relationships - Value, value co-creation, stakeholders

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EXIN ITIL 4 Foundation Sample Questions (Q66-Q71):

NEW QUESTION # 66
Where are the details of the required performance outcomes of a service defined?

A. Service requests
B. Service components
C. Service offerings
D. Service level agreements

Answer: D

NEW QUESTION # 67
Which process is used to compare the value that new services offer with the value of the services they have replaced?

A. Service catalogue management
B. Availability management
C. Capacity management
D. Service portfolio management

Answer: D

NEW QUESTION # 68
Which is a key requirement for successful service level agreements (SLAs)?

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

Answer: A

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 # 69
What is typically needed to assign complex incidents to support groups?

A. The incident category
B. A change schedule
C. A self-help tool
D. The incident priority

Answer: A

NEW QUESTION # 70
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A. Incident management
B. Service level management
C. Monitoring and event management
D. IT asset management

Answer: B

NEW QUESTION # 71
......

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