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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q194-Q199):

                                            NEW QUESTION # 194
                                            Which service lifecycle stage provides the following values to the business?

                                            Answer: C


                                            NEW QUESTION # 195
                                            Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

                                            Answer: A


                                            NEW QUESTION # 196
                                            Which practice has a purpose that includes managing authentication and non-repudiation?

                                            Answer: D


                                            NEW QUESTION # 197
                                            Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

                                            Answer: A


                                            NEW QUESTION # 198
                                            Which is the BEST type of resource for investigating complex incidents?

                                            Answer: A


                                            NEW QUESTION # 199
                                            ......

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