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EXIN ITILFND_V4 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Organizational Structure and Roles10%- Teams and groups
- Key roles and responsibilities
Topic 2: ITIL Service Value System20%- Continual improvement
- Service value chain
  • 1. Deliver and support
    • 2. Design and transition
      • 3. Engage
        • 4. Improve
          • 5. Obtain/build
            • 6. Plan
              - Governance
              - Purpose and components
              Topic 3: ITIL Guiding Principles15%- Start where you are
              - Collaborate and promote visibility
              - Think and work holistically
              - Progress iteratively with feedback
              - Optimize and automate
              - Focus on value
              - Keep it simple and practical
              Topic 4: Key Concepts of Service Management15%- Service management as a practice
              - Services, service offerings, service relationships
              - Value, value co-creation, stakeholders
              Topic 5: Technology and Information Management10%- Role of technology in service management
              - Information management principles
              Topic 6: ITIL Practices30%- Technical management practices
              • 1. Infrastructure and platform management
                • 2. Deployment management
                  • 3. Software development and management
                    - Service management practices
                    • 1. Availability management
                      • 2. Service level management
                        • 3. Capacity and performance management
                          • 4. Problem management
                            • 5. Incident management
                              • 6. Business continuity management
                                • 7. Service request management
                                  • 8. Change enablement
                                    - General management practices
                                    • 1. Supplier management
                                      • 2. Continual improvement
                                        • 3. Relationship management
                                          • 4. Information security management

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                                            Quiz 2026 EXIN ITILFND_V4: ITIL 4 Foundation Authoritative Valid Exam Preparation

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                                            EXIN ITIL 4 Foundation Sample Questions (Q196-Q201):

                                            NEW QUESTION # 196
                                            What is included in the purpose of the 'relationship management' practice?

                                            Answer: C


                                            NEW QUESTION # 197
                                            Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

                                            Answer: C


                                            NEW QUESTION # 198
                                            What should remain constant within an organization, even when the organizations objectives change?

                                            Answer: D


                                            NEW QUESTION # 199
                                            Which is a key requirement for successful service level agreements (SLAs)?

                                            Answer: D

                                            Explanation:
                                            An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
                                            SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
                                            Some of the key requirements for successful SLAs include:
                                            They must be related to a defined `service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
                                            They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
                                            They should reflect an `agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
                                            They must be simply written and easy to understand and use for all parties.


                                            NEW QUESTION # 200
                                            Which phase of problem management includes analyzing incidents to look for patterns and trends?

                                            Answer: A


                                            NEW QUESTION # 201
                                            ......

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