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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Key Concepts of ITIL 4	15%	- Organizations, people and culture - Information and technology - Value streams and processes - Partners and suppliers
Topic 2: ITIL Practices	25%	- General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc.
Topic 3: ITIL Guiding Principles	15%	- Focus on value - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Start where you are - Think and work holistically - Collaborate and promote visibility
Topic 4: ITIL Service Value System	25%	- Purpose and components of the Service Value System - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement
Topic 5: Key Concepts of Service Management	20%	- Service relationships: service providers, consumers, stakeholders - Products and services - Value, outcomes, costs and risks

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EXIN ITIL 4 Foundation Sample Questions (Q215-Q220):

NEW QUESTION # 215
What is described by the service value system?

A. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. How to apply the systems approach of the guiding principle think and work holistically
D. How all the components and activities of the organization work together as a system to enable value creation

Answer: D

NEW QUESTION # 216
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

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

Answer: C

NEW QUESTION # 217
What is included in the purpose of the 'continual improvement' practice?

A. Ensuring that delivery of services is properly assessed, monitored, and improved against targets
B. Identifying and continually improving relationships with and between stakeholders
C. Aligning the organization's practices and services with changing business needs
D. Creating collaborative relationships with key suppliers to realize new value

Answer: C

NEW QUESTION # 218
What is the difference between the 'incident management' and 'service desk' practices?

A. Incident management resolves complex issues, service desk resolves simpler issues
B. Incident management restores service operation, service desk provides communication with users
C. Incident management resolves issues, service desk investigates the underlying causes of issues
D. Incident management manages interruptions to services, service desk monitors achieved service quality

Answer: B

NEW QUESTION # 219
Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term

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

Answer: A

NEW QUESTION # 220
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