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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A. Service level management
B. Continual improvement
C. Service desk
D. Change enablement

Answer: A

NEW QUESTION # 29
Which is included in the purpose of the 'deliver and support' value chain activity?

A. Understanding stakeholder needs
B. Meeting stakeholder expectations for time to market
C. Understanding the organization's service vision
D. Providing services to agreed specifications

Answer: D

NEW QUESTION # 30
Which is CORRECT about change authorization?

A. Emergency changes are authorized by the technician making the change
B. A change authority is assigned each time a standard change is requested
C. Assignment of the change authority is based on the change type and model
D. The change authority will ensure changes are authorized after they are deployed

Answer: C

NEW QUESTION # 31
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A. Relationship management
B. Monitoring and event management
C. Change enablement
D. Release management

Answer: C

NEW QUESTION # 32
Which is a purpose of the 'relationship management' practice?

A. To identify, analyze, monitor, and continually improve links with stakeholders
B. To protect the information needed by the organization to conduct its business
C. To systematically observe services and service components
D. To be the entry point and single point of contact for the service provider with all of its users

Answer: A

NEW QUESTION # 33
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