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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q318-Q323):

NEW QUESTION # 318
Which statement about outcomes is CORRECT?

A. An outcome defines the amount of money spent on technology for a service
B. An outcome depends on at least one output to deliver a result
C. Outcomes enable products to be delivered to a stakeholder
D. Outcomes provide assurance to stakeholders on how a service performs

Answer: B

NEW QUESTION # 319
What type of charge is often used for resolving incidents or implementing security patches?

A. Standard change
B. Change model
C. Normal change
D. Emergency change

Answer: D

NEW QUESTION # 320
Which is a service request?

A. Requesting investigation of a degraded service
B. Requesting a workaround for an issue
C. Requesting information about how to create a document
D. Requesting an enhancement to an application

Answer: C

Explanation:
Explanation

NEW QUESTION # 321
Which is a purpose of the 'engage' value chain activity?

A. Providing transparency and good relationships
B. Meeting expectations for quality, costs and time-to-market
C. Ensuring that the organization's vision is understood
D. Ensuring the continual improvement of services

Answer: A

NEW QUESTION # 322
How does the 'incident management' practice set user expectations?

A. By using collaboration tools to communicate effectively
B. By assigning resources to ensure that all incidents are resolved as quickly as possible
C. By agreeing, and communicating target resolution times
D. By automated matching of incidents to known errors

Answer: C

NEW QUESTION # 323
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