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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q299-Q304):

NEW QUESTION # 299
What should all 'continual improvement' decisions be based on?

A. Accurate and carefully analysed data
B. A recent maturity assessment
C. Details of how services are measured
D. An up-to-date balanced scorecard

Answer: A

NEW QUESTION # 300
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A. Incident management
B. Service request management
C. Problem management
D. Service level management

Answer: B

NEW QUESTION # 301
Which statement about the 'change enablement' practice is CORRECT?

A. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
B. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
C. Service requests are usually normal changes that can be implemented quickly without authorization
D. Emergency changes are changes that must be fully tested and fully documented prior to implementation

Answer: A

NEW QUESTION # 302
How is a 'continual improvement register' used?

A. To record requests for provision of a resource or service
B. To organize past, present, and future improvement ideas
C. To authorize changes to implement improvement initiatives
D. To provide a structured approach to implementing improvements

Answer: B

NEW QUESTION # 303
What is the expected outcome from using a service value chain?

A. Customer engagement
B. Value realization
C. The application of practices
D. Service value streams

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 304
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