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

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EXIN ITIL 4 Foundation Sample Questions (Q49-Q54):

NEW QUESTION # 49
What is the definition of a known error?

A. An unplanned interruption to a service, or reduction in the quality of a service
B. Any change of state that has significance for the management of a service or other configuration item (CI)
C. A problem that has been analyzed and has not been resolved
D. A cause, or potential cause, of one or more incident

Answer: C

NEW QUESTION # 50
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.

A. workarounds
B. events
C. changes
D. configuration items

Answer: A

NEW QUESTION # 51
What is included in the purpose of the 'continual improvement' practice?

A. Creating collaborative relationships with key suppliers to realize new value
B. Aligning the organization's practices and services with changing business needs
C. Identifying and continually improving relationships with and between stakeholders
D. Ensuring that delivery of services is properly assessed, monitored, and improved against targets

Answer: B

NEW QUESTION # 52
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. Prioritization
B. Categorization
C. Escalation
D. Detection

Answer: B

NEW QUESTION # 53
Which statement BEST describes the value of service strategy to the business?

A. It reduces the duration and frequency of service outages
B. It allows higher volumes of successful change
C. It enables the service provider to understand what levels of service will make their customers successful
D. It reduces unplanned costs through optimized handling of service outages

Answer: C

NEW QUESTION # 54
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