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EXIN ITILFNDv4 Exam Syllabus Topics:

SectionWeightObjectives
Key Concepts of Service Management15%- Service management as a practice
- Services, service offerings, service relationships
- Value, value co-creation, stakeholders
Technology and Information Management10%- Role of technology in service management
- Information management principles
ITIL Service Value System20%- Continual improvement
- Purpose and components
- Governance
- Service value chain
  • 1. Improve
    • 2. Design and transition
      • 3. Obtain/build
        • 4. Plan
          • 5. Engage
            • 6. Deliver and support
              ITIL Guiding Principles15%- Progress iteratively with feedback
              - Keep it simple and practical
              - Start where you are
              - Optimize and automate
              - Collaborate and promote visibility
              - Focus on value
              - Think and work holistically
              Organizational Structure and Roles10%- Teams and groups
              - Key roles and responsibilities
              ITIL Practices30%- Service management practices
              • 1. Availability management
                • 2. Service level management
                  • 3. Incident management
                    • 4. Service request management
                      • 5. Change enablement
                        • 6. Business continuity management
                          • 7. Capacity and performance management
                            • 8. Problem management
                              - General management practices
                              • 1. Supplier management
                                • 2. Relationship management
                                  • 3. Continual improvement
                                    • 4. Information security management
                                      - Technical management practices
                                      • 1. Software development and management
                                        • 2. Deployment management
                                          • 3. Infrastructure and platform management

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                                            EXIN ITIL 4 Foundation Sample Questions (Q12-Q17):

                                            NEW QUESTION # 12
                                            What describes the steps needed to create and deliver a specific service to a consumer?

                                            Answer: B


                                            NEW QUESTION # 13
                                            Which practice has a strong influence on the user experience and perception of the service provider?

                                            Answer: B


                                            NEW QUESTION # 14
                                            Which service lifecycle stage provides the following values to the business?

                                            Answer: C


                                            NEW QUESTION # 15
                                            What are the three phases of 'problem management'?

                                            Answer: A


                                            NEW QUESTION # 16
                                            Which dimension includes activities and workflows?

                                            Answer: C


                                            NEW QUESTION # 17
                                            ......

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