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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q322-Q327):

NEW QUESTION # 322
Which statement about the 'continual improvement model' is CORRECT?

A. The model is applicable to only certain parts of the service value system
B. Organizations should use an additional model or method to link improvements to customer value
C. Organizations should work through the steps of the model in the sequence in which they are presented
D. The flow of the model helps organizations to link improvements to its goals

Answer: D

NEW QUESTION # 323
Which is the FIRST action when optimizing a service?

A. Agree the future state
B. Implement the improvements
C. Assess the current state
D. Understand the organizational context

Answer: D

NEW QUESTION # 324
When should a workaround be created?

A. As soon as possible, once the incident is logged
B. When a problem cannot be resolved quickly
C. When a potential permanent solution has been identified
D. After the resolution of a problem

Answer: B

NEW QUESTION # 325
Which will NOT be handled as a service request?

A. The replacement of a toner cartridge
B. A complaint about a support team
C. The degradation of a service
D. The provision of a laptop

Answer: C

NEW QUESTION # 326
What is recommended by the guiding principle 'progress iteratively with feedback'?

A. An assessment of how all the parts of an organization will affect an improvement initiative
B. A current state assessment that is carried out at the start of an improvement initiative
C. The identification of all interested parts at the start of an improvement initiative
D. An improvement initiative that is broken into a number of manageable sections

Answer: D

NEW QUESTION # 327
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