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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q60-Q65):

NEW QUESTION # 60
What should be considered as part of the 'partners and suppliers' dimension?

A. The information created, managed and used in the course of service provision and consumption
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The level of integration and formality involved in the relationships between organizations
D. The required skills and competencies of teams and individual members of the organization

Answer: C

NEW QUESTION # 61
Which statement about the automation of service requests is CORRECT?

A. Service requests and their fulfilment should be automated as much as possible
B. Service requests that cannot be automated should be handled as problems
C. Service requests that cannot be automated should be handled as incidents
D. Service requests and their fulfilment should be carried out by service desk staff without automation

Answer: A

NEW QUESTION # 62
Which of these activities is carried out as part of 'problem management'?

A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records

Answer: D

NEW QUESTION # 63
What impact does automation have on a service desk?

A. Increased phone contact and a reduced ability to focus on user experience
B. Ability to work from a single centralized location
C. Less low level work and a greater ability to focus on user experience
D. Ability to work from multiple locations, geographically dispersed

Answer: C

NEW QUESTION # 64
In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: A

NEW QUESTION # 65
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