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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q354-Q359):

NEW QUESTION # 354
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

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

Answer: A

Explanation:
This dimension focuses on the relationships with external organizations that contribute to service delivery and design.

NEW QUESTION # 355
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A. Design controls and metrics and add them individually until all are implemented
B. Design controls and metrics first, then remove those not adding value
C. Only add controls and metrics that are required for compliance
D. Only add controls and metrics when they are needed

Answer: D

NEW QUESTION # 356
Why should a service level manager carry out regular service reviews?

A. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed goals
D. To ensure that agreements are written simply and are easy to understand

Answer: C

NEW QUESTION # 357
How can a service consumer contribute to the reduction of risk?

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

Answer: B

NEW QUESTION # 358
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A. Start where you are
B. Optimize and automate
C. Focus on value
D. Think and work holistically

Answer: D

NEW QUESTION # 359
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