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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q316-Q321):

NEW QUESTION # 316
Which service lifecycle stage provides the following values to the business?

A. Service design
B. Service strategy
C. Service operation
D. Service transition

Answer: C

NEW QUESTION # 317
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

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

Answer: D

NEW QUESTION # 318
Which describes a CORRECT approach to change authorization?

A. Normal changes are typically implemented as service requests and authorized by the service desk
B. Normal changes should be assessed and authorized before they are deployed
C. Changes included in the change schedule are pre-authorized and do not need additional authorization
D. Emergency changes should be authorized by as many people as possible to reduce risk

Answer: B

NEW QUESTION # 319
Which is a service request?

A. Requesting investigation of a degraded service
B. Requesting a workaround for an issue
C. Requesting an enhancement to an application
D. Requesting information about how to create a document

Answer: D

NEW QUESTION # 320
Which describes the 'plan' value chain activity?

A. It ensures continual improvement of products, services, and practices across all value chain activities
B. It ensures a shared understanding of the current status and vision for all products and services across the organization
C. It ensures that service components are available when and where they are needed, and meet agreed specifications
D. It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations

Answer: B

NEW QUESTION # 321
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