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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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최신 EXIN ITIL ITILFND_V4 무료샘플문제 (Q100-Q105):

질문 # 100
Which of the following statements about 'outcomes' is TRUE?

A. Outcomes provide assurance to stakeholders regarding the performance of a service
B. The level of expenses regarding a technology for a service is defined by an outcome
C. The delivery of products to a stakeholder is enabled by outcomes
D. An outcome depends on at least one output to deliver a result

정답：D

설명：
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.

질문 # 101
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A. Continual improvement
B. Monitoring and event management
C. Service desk
D. Service level management

정답：A

질문 # 102
Which is a key requirement for a successful service level agreement (SLA)?

A. Using bundled metrics to relate performance to outcomes
B. Using an agreement between the service provider and service supplier
C. Using individual metrics that relate to the service catalogue
D. Using single-system-based metrics that relate to outputs

정답：A

설명：
Explanation/Reference:

질문 # 103
Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for
B. To set user expectations for fulfillment times
C. To ensure that information security requirements are met
D. To streamline the fulfillment workflow

정답：D

질문 # 104
Which practice coordinates the classification, ownership and communication of service requests and incidents?

A. Problem management
B. Relationship management
C. Service desk
D. Supplier management

정답：C

질문 # 105
......

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