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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q307-Q312):

NEW QUESTION # 307
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A. Local
B. Centralized
C. Outsourced
D. Virtual

Answer: C

NEW QUESTION # 308
Which describes an unresolved problem which has been already analysed?

A. An incident
B. A workaround
C. A known error
D. A risk

Answer: C

NEW QUESTION # 309
Which dimension includes activities and workflows?

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

Answer: C

NEW QUESTION # 310
Which of the following statements about change authorization is CORRECT?

A. The change type and model is the basis for assigning the change authority
B. Every time a standard change is requested a change authority is assigned
C. Ensuring that changes are authorized after their deployment is done by the change authority
D. The technician making an emergency change can authorize such changes

Answer: A

NEW QUESTION # 311
Which process is used to compare the value that new services offer with the value of the services they have replaced?

A. Service portfolio management
B. Availability management
C. Service catalogue management
D. Capacity management

Answer: A

NEW QUESTION # 312
......

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