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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Understand the purpose and components of the ITIL service value system	- Continual Improvement - Guiding Principles - Service Value Chain - Practices - Governance
Topic 2: Understand the four dimensions of service management	- Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology
Topic 3: Understand the activities of the service value chain	- Engage - Improve - Obtain/Build - Deliver & Support - Design & Transition - Plan
Topic 4: Understand the key concepts of service management	- Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services
Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management	- Progress iteratively with feedback - Think and work holistically - Optimize and automate - Start where you are - Keep it simple and practical - Focus on value - Collaborate and promote visibility
Topic 6: Know the purpose and key terms of 15 ITIL practices	- Change Control - Relationship Management - Service Level Management - Continual Improvement - Service Desk - Monitoring and Event Management - Incident Management - Release Management - IT Asset Management - Service Request Management - Service Configuration Management - Supplier Management - Problem Management - Deployment Management - Information Security Management

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EXIN ITIL 4 Foundation Sample Questions (Q232-Q237):

NEW QUESTION # 232
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A. utility
B. warranty
C. outcomes
D. outputs

Answer: C

NEW QUESTION # 233
What is an IT asset?

A. A request from a user mat initiates a service action
B. Any financially valuable component that can contribute to delivery of an IT product or service
C. Any component that needs to be managed in order to deliver a service
D. The removal of anything that could have a direct or indirect effect on services

Answer: B

NEW QUESTION # 234
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

A. Partners and suppliers
B. Information and technology
C. Organizations and people
D. Value streams and processes

Answer: B

NEW QUESTION # 235
How can a service consumer contribute to the reduction of risk?

A. By ensuring that the service provider's resources are correctly configured
B. By managing the detailed level of risk on behalf of the service provider
C. By providing the service in accordance with requirements
D. By fully understanding their own requirements for the service

Answer: D

NEW QUESTION # 236
Which is NOT a component of the service value system?

A. The service value chain
B. Continual improvement
C. Governance
D. Opportunity and demand

Answer: D

NEW QUESTION # 237
......

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