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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q108-Q113):

NEW QUESTION # 108
Which are the elements of process control?

A. Inputs, outputs and triggers
B. Process owner, policy and objectives
C. Resources, capabilities and metrics
D. Work instructions, procedures and roles

Answer: B

NEW QUESTION # 109
Which two practices use workarounds?

A. Problem management and incident management
B. Incident management and continual improvement
C. Change enablement and continual improvement
D. Change enablement and problem management

Answer: A

NEW QUESTION # 110
Which is the MOST LIKELY way of resolving major incidents?

A. The service desk identifying the cause and a resolution
B. A support team following detailed procedures for investigating the incident
C. Users establishing a resolution using self-help
D. A temporary team working together to identify a resolution

Answer: D

NEW QUESTION # 111
Which is the CORRECT description of an outcome?

A. The result of carrying out an activity, following a process, or delivering an IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The prediction of the future demand requirements for an activity, process or IT service
D. The design and development of the activities that make up a process or IT service

Answer: A

NEW QUESTION # 112
What can be used to help determine the impact level of a problem?

A. Standard operating procedures (SOP)
B. Definitive media library (DML)
C. Configuration management system (CMS)
D. Statement of requirements (SOR)

Answer: C

NEW QUESTION # 113
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