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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q187-Q192):

NEW QUESTION # 187
Which describes a 'change authority'?

A. A tool used to help plan changes
B. A person who approves a change
C. A model used to determine who will assess a change
D. A way to manage the people aspects of change

Answer: B

NEW QUESTION # 188
What is typically needed to assign complex incidents to support groups?

A. A change schedule
B. The incident category
C. The incident priority
D. A self-help tool

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 189
What should a release policy include?

A. The naming convention and expected frequency of each type of release
B. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
C. The roles and responsibilities for incident and problem resolution
D. The process owner and process manager for each type of release

Answer: A

NEW QUESTION # 190
Which is a purpose of the 'engage' value chain activity?

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

Answer: C

NEW QUESTION # 191
Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and change management
B. Availability management and service level management
C. Supplier management and service level management
D. Supplier management and availability management

Answer: C

NEW QUESTION # 192
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