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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q73-Q78):

NEW QUESTION # 73
Which statement about the steps to fulfill a service request is CORRECT?

A. They should include incident handling
B. They should be well-known and proven
C. They should be complex and detailed
D. They should be brief and simple

Answer: B

Explanation:
Explanation

NEW QUESTION # 74
What is the MOST important reason for prioritizing incidents?

A. To help information-sharing and learning
B. To ensure that incidents with highest impact are resolved first
C. To ensure that user expectations are realistic
D. To provide links to related changes and known errors

Answer: B

NEW QUESTION # 75
Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as problems
B. Service requests and their fulfillment should be carried out by service desk staff without automation
C. Service requests that cannot be automated should be handled as incidents
D. Service requests and their fulfillment should be automated as much as possible

Answer: D

NEW QUESTION # 76
Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as problems
B. Service requests and their fulfilment should be automated as much as possible
C. Service requests and their fulfilment should be carried out by service desk staff without automation
D. Service requests that cannot be automated should be handled as incidents

Answer: B

NEW QUESTION # 77
What is recommended by the guiding principle 'progress iteratively with feedback'?

A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An assessment of how all the parts of an organization will affect an improvement initiative
D. An improvement initiative that is broken into a number of manageable sections

Answer: D

NEW QUESTION # 78
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