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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q106-Q111):

NEW QUESTION # 106
Which guiding principle recommends coordinating all dimensions of service management?

A. Think and work holistically
B. Progress iteratively with feedback
C. Start where you are
D. Keep it simple and practical

Answer: A

NEW QUESTION # 107
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
B. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
D. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

Answer: C

NEW QUESTION # 108
Which statement about outcomes is CORRECT?

A. They co-create value for service providers by reducing costs and risks
B. They allow service consumers to achieve a desired result
C. They are deliverables provided to service consumers
D. They provide products to service providers based on outputs

Answer: B

NEW QUESTION # 109
Which practice involves the management of vulnerabilities that were not identified before the service went live?

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

Answer: C

NEW QUESTION # 110
Which is a key element of the 'think and work holistically' guiding principle?

A. Assessing which procedures can be re-used when improving a service
B. Understanding the methods applicable to complex systems
C. Eliminating metrics which do not contribute to achieving an objective
D. Using technology for standard tasks to give people time for complex activities

Answer: B

NEW QUESTION # 111
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