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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q138-Q143):

NEW QUESTION # 138
When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been prioritized
B. After the problem has been logged
C. After the problem has been resolved
D. After the problem has been analyzed

Answer: B

NEW QUESTION # 139
What is typically needed to assign complex incidents to support groups?

A. A self-help tool
B. A change schedule
C. The incident category
D. The incident priority

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 140
Which of these should be logged and managed as a problem?

A. A monitoring tool detects a change of state for a service
B. 'Continual improvement' needs to prioritize an improvement opportunity
C. Trend analysis shows a large number of similar incidents
D. A user requests delivery of a laptop

Answer: C

NEW QUESTION # 141
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
B. An organization should always develop competencies in methodologies and techniques that will meet their needs
C. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
D. An organization should always use a single technique to ensure metrics are consistent

Answer: B

NEW QUESTION # 142
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A. Service desk
B. Continual improvement
C. Service request management
D. Problem management

Answer: A

NEW QUESTION # 143
......

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