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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q213-Q218):

NEW QUESTION # 213
How can a service consumer contribute to the reduction of risk?

A. By fully understanding their own requirements for the service
B. By managing the detailed level of risk on behalf of the service provider
C. By ensuring that the service provider's resources are correctly configured
D. By providing the service in accordance with requirements

Answer: A

NEW QUESTION # 214
Why should some service requests be fulfilled with no additional approvals?

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

Answer: D

NEW QUESTION # 215
What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. Problem prioritization
D. The use of scripts

Answer: D

NEW QUESTION # 216
Which step of the 'continual management model' defines measurable targets?

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

Answer: B

NEW QUESTION # 217
What can a service remove from the consumer and impose on the consumer?

A. Cost
B. Asset
C. Utility
D. Outcome

Answer: A

NEW QUESTION # 218
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