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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q215-Q220):

NEW QUESTION # 215
Which describes normal changes?

A. Changes that need to be scheduled and assessed following a process
B. Changes that are low-risk and pre-authorized
C. Changes that must be implemented as soon as possible
D. Changes that are typically initiated as service requests

Answer: A

NEW QUESTION # 216
Which activity is NOT recommended by the 'start where you are' guiding principle?

A. Involving people who are not familiar with a service when observing and assessing its activities
B. Discarding existing processes before assessing their usefulness
C. Applying risk management when considering to introduce new processes
D. Using source data to avoid any unintentional data distortion round in reports

Answer: B

NEW QUESTION # 217
Which is considered by the 'partners and suppliers' dimension?

A. Working with an integrator to manage relationships
B. Using artificial intelligence
C. Using formal roles and responsibilities
D. Defining controls and procedures

Answer: A

NEW QUESTION # 218
Which action is performed by a service provider?

A. Requesting required service actions
B. Ensuring access to agreed resources
C. Authorizing budget for service consumption
D. Receiving of the agreed goods

Answer: B

NEW QUESTION # 219
Which is part of the value proposition of a service?

A. Costs removed from the consumer by the service
B. Risks imposed on the consumer by the service
C. Costs imposed on the consumer by the service
D. Outputs of the service received by the consumer

Answer: A

NEW QUESTION # 220
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