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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q340-Q345):

                                            NEW QUESTION # 340
                                            Which practice identifies metrics that reflect a customer experience of a service?

                                            Answer: A


                                            NEW QUESTION # 341
                                            What is the MOST important reason for prioritizing incidents?

                                            Answer: D


                                            NEW QUESTION # 342
                                            Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

                                            Answer: A


                                            NEW QUESTION # 343
                                            Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

                                            Answer: B


                                            NEW QUESTION # 344
                                            What is required by all service desk staff?

                                            Answer: C


                                            NEW QUESTION # 345
                                            ......

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