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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q199-Q204):

NEW QUESTION # 199
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A. 3 and 4
B. 2 and 3
C. 1 and 2
D. 1 and 4

Answer: D

NEW QUESTION # 200
Which is considered by the 'partners and suppliers' dimension?

A. Defining controls and procedures
B. Working with an integrator to manage relationships
C. Using formal roles and responsibilities
D. Using artificial intelligence

Answer: B

NEW QUESTION # 201
Which two practices interact the MOST with the service desk practice?

A. Deployment management and change enablement
B. Service request management and deployment management
C. Change enablement and incident management
D. Incident management and service request management

Answer: D

NEW QUESTION # 202
How can a service consumer contribute to the reduction of risk?

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

Answer: A

NEW QUESTION # 203
What ensures that a service provider and a service consumer continually co-create value?

A. Service consumption
B. Service offerings
C. Service level management
D. Service relationship management

Answer: D

NEW QUESTION # 204
......

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