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EXIN ITILFNDv4 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Technology and Information Management10%- Role of technology in service management
- Information management principles
Topic 2: ITIL Practices30%- Service management practices
  • 1. Service request management
    • 2. Service level management
      • 3. Business continuity management
        • 4. Incident management
          • 5. Capacity and performance management
            • 6. Availability management
              • 7. Problem management
                • 8. Change enablement
                  - General management practices
                  • 1. Relationship management
                    • 2. Supplier management
                      • 3. Information security management
                        • 4. Continual improvement
                          - Technical management practices
                          • 1. Deployment management
                            • 2. Software development and management
                              • 3. Infrastructure and platform management
                                Topic 3: Organizational Structure and Roles10%- Key roles and responsibilities
                                - Teams and groups
                                Topic 4: Key Concepts of Service Management15%- Services, service offerings, service relationships
                                - Value, value co-creation, stakeholders
                                - Service management as a practice
                                Topic 5: ITIL Service Value System20%- Purpose and components
                                - Governance
                                - Continual improvement
                                - Service value chain
                                • 1. Obtain/build
                                  • 2. Deliver and support
                                    • 3. Improve
                                      • 4. Engage
                                        • 5. Plan
                                          • 6. Design and transition
                                            Topic 6: ITIL Guiding Principles15%- Optimize and automate
                                            - Progress iteratively with feedback
                                            - Keep it simple and practical
                                            - Focus on value
                                            - Start where you are
                                            - Think and work holistically
                                            - Collaborate and promote visibility

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                                            最新的 EXIN ITIL ITILFNDv4 免費考試真題 (Q118-Q123):

                                            問題 #118
                                            Which is part of the definition of a customer?

                                            答案：B


                                            問題 #119
                                            In which situation will incident management USUALLY use a separate process?

                                            答案：B


                                            問題 #120
                                            Which term could be used to refer to a single person who has independently subscribed to a service?

                                            答案：A


                                            問題 #121
                                            What describes how components and activities work together to facilitate value creation?

                                            答案：C


                                            問題 #122
                                            Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

                                            答案：C


                                            問題 #123
                                            ......

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