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EXIN ITILFNDv4 Exam Syllabus Topics:

SectionObjectives
Understand the four dimensions of service management- Partners and Suppliers
- Organizations and People
- Value Streams and Processes
- Information and Technology
Understand the purpose and components of the ITIL service value system- Continual Improvement
- Governance
- Guiding Principles
- Practices
- Service Value Chain
Understand how the ITIL guiding principles can help an organization adopt and adapt service management- Collaborate and promote visibility
- Progress iteratively with feedback
- Optimize and automate
- Focus on value
- Think and work holistically
- Start where you are
- Keep it simple and practical
Understand the activities of the service value chain- Design & Transition
- Plan
- Obtain/Build
- Engage
- Improve
- Deliver & Support
Understand the key concepts of service management- Describe the key concepts of creating value with services
- Recall the definition of service, utility, warranty, customer, user, service management, sponsor
Know the purpose and key terms of 15 ITIL practices- Service Desk
- Continual Improvement
- IT Asset Management
- Service Configuration Management
- Service Level Management
- Deployment Management
- Problem Management
- Change Control
- Information Security Management
- Supplier Management
- Release Management
- Relationship Management
- Incident Management
- Monitoring and Event Management
- Service Request Management

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EXIN ITIL 4 Foundation Sample Questions (Q96-Q101):

NEW QUESTION # 96
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Answer: D


NEW QUESTION # 97
What can be used to help determine the impact level of a problem?

Answer: B


NEW QUESTION # 98
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Answer: B


NEW QUESTION # 99
What is the MOST LIKELY reason that incident management would need a temporary team to work together?

Answer: A


NEW QUESTION # 100
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Answer: A


NEW QUESTION # 101
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