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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q327-Q332):

NEW QUESTION # 327
How can service consumers contribute to risk mitigation?

A. By being fully aware of their own requirements for the service
B. Through the provision of services according to predefined needs
C. By ensuring that the service provider has configured correctly its resources
D. By controlling the specific level of risk on the service provider's behalf

Answer: A

NEW QUESTION # 328
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

A. Partners and suppliers
B. Information and technology
C. Organizations and people
D. Value streams and processes

Answer: B

NEW QUESTION # 329
A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?

A. Service level management
B. Incident management
C. Change enablement
D. Service request management

Answer: D

NEW QUESTION # 330
Identity the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.

A. Assumptions
B. Source data
C. Reports
D. Risk management techniques

Answer: B

NEW QUESTION # 331
Which is a service request?

A. Requesting an enhancement to an application
B. Requesting a workaround for an issue
C. Requesting information about how to create a document
D. Requesting investigation of a degraded service

Answer: C

Explanation:
Explanation

NEW QUESTION # 332
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