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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
Key Concepts of Service Management	20%	- Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services
ITIL Practices	25%	- Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc.
Key Concepts of ITIL 4	15%	- Partners and suppliers - Information and technology - Value streams and processes - Organizations, people and culture
ITIL Service Value System	25%	- Purpose and components of the Service Value System - Governance - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
ITIL Guiding Principles	15%	- Keep it simple and practical - Progress iteratively with feedback - Focus on value - Start where you are - Collaborate and promote visibility - Think and work holistically - Optimize and automate

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EXIN ITIL 4 Foundation Sample Questions (Q192-Q197):

NEW QUESTION # 192
Which statement about the automation of service requests is CORRECT?

A. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as incidents
D. Service requests that cannot be automated should be handled as problems

Answer: B

NEW QUESTION # 193
What impact does automation have on a service desk?

A. Increased phone contact and a reduced ability to focus on user experience
B. Less low level work and a greater ability to focus on user experience
C. Ability to work from a single centralized location
D. Ability to work from multiple locations, geographically dispersed

Answer: B

NEW QUESTION # 194
Which statement about service requests is CORRECT?

A. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
B. Service requests that require simple workflows should be dealt with as incidents
C. Complex service requests should be dealt with as normal changes
D. Service requests require workflows that should use manual procedures and avoid automation

Answer: A

NEW QUESTION # 195
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

A. performances
B. costs
C. users
D. value

Answer: A

NEW QUESTION # 196
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A. Problem management
B. Continual improvement
C. Service desk
D. Incident management

Answer: C

NEW QUESTION # 197
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