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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q233-Q238):

NEW QUESTION # 233
Which process works with change management to ensure only authorized components are used?

A. Service asset and configuration management
B. Financial management for IT services
C. Knowledge management
D. Service portfolio management

Answer: A

NEW QUESTION # 234
Which is a purpose of the 'service level management' practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
D. To set clear business-based targets for service levels

Answer: D

NEW QUESTION # 235
Which is a purpose of the 'engage' value chain activity?

A. Providing transparency and good relationships
B. Meeting expectations for quality, costs and time-to-market
C. Ensuring that the organization's vision is understood
D. Ensuring the continual improvement of services

Answer: A

NEW QUESTION # 236
Which guiding principle focuses on reducing costs and human errors?

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

Answer: D

NEW QUESTION # 237
Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. An emergency change
B. A standard change
C. A normal change
D. A change model

Answer: B

NEW QUESTION # 238
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