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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q329-Q334):

NEW QUESTION # 329
What is part of a configuration management system (CMS)?
1. Configuration records
2. Configuration management databases
3. Physical assets
4. Release plans

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

Answer: D

NEW QUESTION # 330
Which statement about the 'change enablement' practice is CORRECT?

A. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Service requests are usually normal changes that can be implemented quickly without authorization
D. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

Answer: A

NEW QUESTION # 331
When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

A. Considering different methods of communication for the different audiences
B. Basing decisions about the initiative on visible data
C. Ensuring everyone involved in the initiative is in agreement about it before starting
D. Communicating information about the initiative to other parts of the organization

Answer: C

NEW QUESTION # 332
Which of the following statements is included in the 'improve' value chain activity's purpose?

A. Ensure a shared understanding of the improvement direction for services across the organization
B. Ensure services continually meet expectations for quality, costs, and time to market
C. Ensure continual engagement and good relationships with all stakeholders
D. Ensure the continual improvement of practices across all value chain activities

Answer: D

NEW QUESTION # 333
What are the ITIL guiding principles used for?

A. To ensure that an organization's performance continually meets stakeholders' expectations
B. To help an organization make good decisions
C. To direct and control an organization
D. To identify activities that an organization must perform in order to deliver a valuable service

Answer: B

NEW QUESTION # 334
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