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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q178-Q183):

NEW QUESTION # 178
What is included in the purpose of the 'continual improvement' practice?

A. Aligning the organization's practices and services with changing business needs
B. Creating collaborative relationships with key suppliers to realize new value
C. Identifying and continually improving relationships with and between stakeholders
D. Ensuring that delivery of services is properly assessed, monitored, and improved against targets

Answer: A

NEW QUESTION # 179
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A. Service desk
B. Change control
C. Problem management
D. Continual improvement

Answer: C

NEW QUESTION # 180
Which usually requires a team of representatives from many stakeholder groups?

A. Investigating a major incident
B. Authorizing an emergency change
C. Fulfilling a service request
D. Logging a new problem

Answer: A

NEW QUESTION # 181
Which is an activity of the 'problem management' practice?

A. Resolution of incidents in a time that meets customer expectations
B. Authorization of changes to resolve the cause of problems
C. Prioritization of problems based on the risk that they pose
D. Restoration of normal service operation as quickly as possible

Answer: C

NEW QUESTION # 182
Which practice has a purpose that includes managing authentication and non-repudiation?

A. Relationship management
B. Service configuration management
C. Information security management
D. Supplier management

Answer: C

NEW QUESTION # 183
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