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

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EXIN ITIL 4 Foundation Sample Questions (Q282-Q287):

NEW QUESTION # 282
Which is handled as a service request?

A. The failure of an IT service
B. A compliment about an IT support team
C. An investigation to identify the cause of an incident
D. An emergency change to implement a security patch

Answer: A

NEW QUESTION # 283
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A. Service desk
B. Problem management
C. Incident management
D. Continual improvement

Answer: A

NEW QUESTION # 284
Which is the CORRECT explanation of the 'R' role in a RACI matrix?

A. This role has ownership of the end result
B. This role ensures the flow of information to stakeholders
C. This role is involved in providing knowledge and input
D. This role ensures that activities are executed correctly

Answer: A

NEW QUESTION # 285
What is the definition of 'service management'?

A. A result for a stakeholder enabled by one or more outputs
B. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
C. A set of specialized organizational capabilities for enabling value for customers in the form of services
D. A formal description of one or more services, designed to address the needs of a target consumer group

Answer: C

NEW QUESTION # 286
How do 'continual improvement registers' help to create value?

A. By making improvements visible
B. By assigning change authorities for change requests
C. By monitoring achievement against service level targets
D. By documenting all improvement ideas in a single place

Answer: D

NEW QUESTION # 287
......

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