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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q55-Q60):

                                            NEW QUESTION # 55
                                            Which list includes information that would be collected when any incident is first logged?

                                            Answer: A


                                            NEW QUESTION # 56
                                            Why should some service requests be fulfilled with no additional approvals?

                                            Answer: C


                                            NEW QUESTION # 57
                                            Which statement about the 'optimize and automate' guiding principle is CORRECT?

                                            Answer: C


                                            NEW QUESTION # 58
                                            Which TWO of the following statements are MOST associated with the 'optimize and automate' guiding principle?
                                            1. It is important to assess which method of communication is appropriate for each type of stakeholder.
                                            2. Complex systems should be designed with an understanding of how the
                                            components' parts are related.
                                            3. Organizations should consider whether technology could improve the
                                            efficiency of manual processes.
                                            4. It is important to understand the organization's objectives when
                                            assessing the impact of potential improvements

                                            Answer: B


                                            NEW QUESTION # 59
                                            Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

                                            Answer: D


                                            NEW QUESTION # 60
                                            ......

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