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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Practices	25%	- General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc.
Key Concepts of Service Management	20%	- Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services
ITIL Service Value System	25%	- Governance - Purpose and components of the Service Value System - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
Key Concepts of ITIL 4	15%	- Partners and suppliers - Information and technology - Organizations, people and culture - Value streams and processes
ITIL Guiding Principles	15%	- Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Start where you are - Focus on value - Optimize and automate

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EXIN ITIL 4 Foundation Sample Questions (Q345-Q350):

NEW QUESTION # 345
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

A. Problem analyst
B. Service level manager
C. Service desk agent
D. Change authority

Answer: B

NEW QUESTION # 346
Which statement about service desks is CORRECT?

A. The service desk should rely on self-service portals instead of escalation to support teams
B. The service desk should work in close collaboration with support and development teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams

Answer: B

NEW QUESTION # 347
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A. The complexities of the service provider's IT systems are identified
B. Service providers are able to respond more quickly to customer needs
C. The service provider gains a better understanding of the customer experience
D. Bottlenecks in the service provider's workflow are identified

Answer: B

NEW QUESTION # 348
Which statement about stakeholders is TRUE?

A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
B. Internal customers are always charged for the IT services they receive from the IT service provider organization
C. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
D. External customers are those who work for the same organization as the IT service provider

Answer: A

NEW QUESTION # 349
What is the purpose of the 'monitoring and event management' practice?

A. To manage workarounds and known errors
B. To systematically observe services and service components
C. To restore normal service operation as quickly as possible
D. To capture demand for incident resolution and service requests

Answer: B

NEW QUESTION # 350
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