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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q59-Q64):

NEW QUESTION # 59
Which statement about service offerings is CORRECT?

A. Each service should be described to consumers as a single service offering
B. Service offerings describe how providers and consumers cooperate to co-create value
C. The same product can be used as a basis for more than one service offering
D. Service offerings include the transfer of goods from the consumer to the provider

Answer: C

NEW QUESTION # 60
Which is a recommendation of the guiding principle 'think and work holistically'?

A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review service management practices and remove any unnecessary complexity
C. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer: D

NEW QUESTION # 61
Which practice identifies changes of state related to infrastructure, services, and business processes?

A. Change enablement
B. Monitoring and event management
C. Information security management
D. Service configuration management

Answer: B

NEW QUESTION # 62
Which is a purpose of the 'service level management' practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 63
Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term

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

Answer: D

NEW QUESTION # 64
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