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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Practices	30%	- Technical management practices 1. Infrastructure and platform management 2. Deployment management 3. Software development and management - Service management practices 1. Problem management 2. Incident management 3. Availability management 4. Capacity and performance management 5. Service level management 6. Business continuity management 7. Service request management 8. Change enablement - General management practices 1. Supplier management 2. Information security management 3. Relationship management 4. Continual improvement
Topic 2: Key Concepts of Service Management	15%	- Value, value co-creation, stakeholders - Service management as a practice - Services, service offerings, service relationships
Topic 3: Technology and Information Management	10%	- Role of technology in service management - Information management principles
Topic 4: ITIL Guiding Principles	15%	- Think and work holistically - Progress iteratively with feedback - Keep it simple and practical - Start where you are - Optimize and automate - Focus on value - Collaborate and promote visibility
Topic 5: Organizational Structure and Roles	10%	- Key roles and responsibilities - Teams and groups
Topic 6: ITIL Service Value System	20%	- Purpose and components - Continual improvement - Governance - Service value chain 1. Obtain/build 2. Improve 3. Deliver and support 4. Plan 5. Design and transition 6. Engage

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EXIN ITIL 4 Foundation Sample Questions (Q160-Q165):

NEW QUESTION # 160
Who is responsible for defining metrics for change management?

A. The continual service improvement manager
B. The change advisory board (CAB)
C. The service owner
D. The change management process owner

Answer: D

NEW QUESTION # 161
Identify the missing word in the following sentence:
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.

A. requirements
B. products
C. suppliers
D. resources

Answer: A

NEW QUESTION # 162
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. Think and work holistically
B. Start where you are
C. Optimize and automate
D. Focus on value

Answer: A

NEW QUESTION # 163
Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use
B. Plan and manage the full lifecycle of all IT assets
C. Record and report selected changes of state
D. Ensure that risks have been properly assessed

Answer: D

NEW QUESTION # 164
What are the three phases of 'problem management'?

A. Problem identification, problem control, error control
B. Problem analysis, error identification, incident resolution
C. Problem logging, problem classification, problem resolution
D. Incident management, problem management, change control

Answer: A

NEW QUESTION # 165
......

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