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EXIN ITILFND_V4 Exam Syllabus Topics:

SectionObjectives
Topic 1: Understand the activities of the service value chain- Deliver & Support
- Engage
- Design & Transition
- Obtain/Build
- Plan
- Improve
Topic 2: 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 3: Understand the purpose and components of the ITIL service value system- Practices
- Guiding Principles
- Continual Improvement
- Governance
- Service Value Chain
Topic 4: Know the purpose and key terms of 15 ITIL practices- Supplier Management
- IT Asset Management
- Monitoring and Event Management
- Change Control
- Release Management
- Service Level Management
- Incident Management
- Continual Improvement
- Information Security Management
- Service Configuration Management
- Relationship Management
- Deployment Management
- Problem Management
- Service Desk
- Service Request Management
Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management- Keep it simple and practical
- Start where you are
- Think and work holistically
- Optimize and automate
- Focus on value
- Progress iteratively with feedback
- Collaborate and promote visibility
Topic 6: Understand the four dimensions of service management- Organizations and People
- Partners and Suppliers
- Information and Technology
- Value Streams and Processes

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EXIN ITIL 4 Foundation Sample Questions (Q231-Q236):

NEW QUESTION # 231
Which guiding principle discourages 'silo activity'?

Answer: B


NEW QUESTION # 232
What is the customer of a service responsible for?

Answer: A


NEW QUESTION # 233
What do customer perceptions and business outcomes help to define?

Answer: C


NEW QUESTION # 234
Which is provided by the 'engage' value chain activity?

Answer: D


NEW QUESTION # 235
For which purpose would the continual improvement practice use a SWOT analysis?

Answer: D


NEW QUESTION # 236
......

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