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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q155-Q160):

NEW QUESTION # 155
What varies in size and complexity, and uses functions to achieve its objectives?

A. An organization
B. An outcome
C. A practice
D. A risk

Answer: A

NEW QUESTION # 156
What is typically needed to assign complex incidents to support groups?

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

Answer: D

NEW QUESTION # 157
Which describes normal changes?

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

Answer: B

NEW QUESTION # 158
Which is the FIRST thing to consider when focusing on value?

A. Understanding what is valuable to the service consumer
B. Ensuring value is co-created by improvement initiatives
C. Defining customer experience and user experience
D. Identifying the service consumer who will receive value

Answer: D

NEW QUESTION # 159
Which dimension of service management considers the workflows and controls needed to deliver services?

A. Partners and suppliers
B. Value streams and processes
C. Information and technology
D. Organizations and people

Answer: B

NEW QUESTION # 160
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