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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q81-Q86):

                                            NEW QUESTION # 81
                                            Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

                                            Answer: B


                                            NEW QUESTION # 82
                                            What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

                                            Answer: A


                                            NEW QUESTION # 83
                                            Which is part of the 'focus on value' guiding principle?

                                            Answer: C


                                            NEW QUESTION # 84
                                            What is defined as a change of state that has significance for the management of an IT service?

                                            Answer: B


                                            NEW QUESTION # 85
                                            Which is part of the definition of a customer?

                                            Answer: C


                                            NEW QUESTION # 86
                                            ......

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