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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Understand the key concepts of service management	- Describe the key concepts of creating value with services - Recall the definition of service, utility, warranty, customer, user, service management, sponsor
Topic 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management	- Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Think and work holistically - Start where you are
Topic 3: Understand the four dimensions of service management	- Partners and Suppliers - Value Streams and Processes - Organizations and People - Information and Technology
Topic 4: Understand the purpose and components of the ITIL service value system	- Governance - Continual Improvement - Guiding Principles - Practices - Service Value Chain
Topic 5: Understand the activities of the service value chain	- Deliver & Support - Design & Transition - Obtain/Build - Plan - Engage - Improve
Topic 6: Know the purpose and key terms of 15 ITIL practices	- Continual Improvement - Supplier Management - Relationship Management - Service Level Management - Service Request Management - Deployment Management - Problem Management - Service Desk - Release Management - Change Control - Information Security Management - IT Asset Management - Service Configuration Management - Monitoring and Event Management - Incident Management

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

NEW QUESTION # 108
Which is a key element of the 'think and work holistically' guiding principle?

A. Eliminating metrics which do not contribute to achieving an objective
B. Using technology for standard tasks to give people time for complex activities
C. Assessing which procedures can be re-used when improving a service
D. Understanding the methods applicable to complex systems

Answer: D

NEW QUESTION # 109
Which statement about service offerings is CORRECT?

A. The same product can be used as a basis for more than one service offering
B. Each service should be described to consumers as a single service offering
C. Service offerings include the transfer of goods from the consumer to the provider
D. Service offerings describe service actions performed by users

Answer: A

NEW QUESTION # 110
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A. Optimize and automate
B. Collaborate and promote
C. Think and work holistically
D. Focus on value

Answer: C

NEW QUESTION # 111
Why and how is a user MOST LIKELY to contact the service desk?

A. To discuss the cause of an incident via a phone call
B. To report a problem using a mobile app
C. To authorize an emergency change via live chat
D. To request access to a resource via a self-service portal

Answer: D

NEW QUESTION # 112
Which statement about emergency changes is CORRECT?

A. Authorization of emergency changes may be deferred until after implementation
B. It is necessary to complete all documentation before an emergency change is implemented
C. Emergency changes are not usually recorded in the change schedule
D. Emergency changes are low risk and well understood

Answer: C

NEW QUESTION # 113
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