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EXIN ITILFNDv4 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Technology and Information Management10%- Information management principles
- Role of technology in service management
Topic 2: ITIL Practices30%- Service management practices
  • 1. Problem management
    • 2. Capacity and performance management
      • 3. Change enablement
        • 4. Service request management
          • 5. Availability management
            • 6. Incident management
              • 7. Service level management
                • 8. Business continuity management
                  - General management practices
                  • 1. Continual improvement
                    • 2. Information security management
                      • 3. Relationship management
                        • 4. Supplier management
                          - Technical management practices
                          • 1. Deployment management
                            • 2. Infrastructure and platform management
                              • 3. Software development and management
                                Topic 3: Key Concepts of Service Management15%- Value, value co-creation, stakeholders
                                - Services, service offerings, service relationships
                                - Service management as a practice
                                Topic 4: ITIL Service Value System20%- Continual improvement
                                - Service value chain
                                • 1. Design and transition
                                  • 2. Engage
                                    • 3. Improve
                                      • 4. Deliver and support
                                        • 5. Obtain/build
                                          • 6. Plan
                                            - Purpose and components
                                            - Governance
                                            Topic 5: ITIL Guiding Principles15%- Focus on value
                                            - Keep it simple and practical
                                            - Collaborate and promote visibility
                                            - Optimize and automate
                                            - Start where you are
                                            - Progress iteratively with feedback
                                            - Think and work holistically
                                            Topic 6: Organizational Structure and Roles10%- Key roles and responsibilities
                                            - Teams and groups

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                                            EXIN ITIL 4 Foundation Sample Questions (Q120-Q125):

                                            NEW QUESTION # 120
                                            Which practice establishes a channel between the service provider and its users?

                                            Answer: A


                                            NEW QUESTION # 121
                                            Which statement about the 'optimize and automate' guiding principle is CORRECT?

                                            Answer: C


                                            NEW QUESTION # 122
                                            Which practice identifies metrics that reflect a customer experience of a service?

                                            Answer: D


                                            NEW QUESTION # 123
                                            Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

                                            Answer: B


                                            NEW QUESTION # 124
                                            What are the three phases of 'problem management'?

                                            Answer: B


                                            NEW QUESTION # 125
                                            ......

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