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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q157-Q162):

                                            NEW QUESTION # 157
                                            Which list includes information that would be collected when any incident is first logged?

                                            Answer: A


                                            NEW QUESTION # 158
                                            Where should all master copies of controlled software and documentation be stored?

                                            Answer: A


                                            NEW QUESTION # 159
                                            What describes the steps needed to create and deliver a specific service to a consumer?

                                            Answer: C


                                            NEW QUESTION # 160
                                            Which practice is MOST associated with the use of empathy to understand users?

                                            Answer: A


                                            NEW QUESTION # 161
                                            What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

                                            Answer: C


                                            NEW QUESTION # 162
                                            ......

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