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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Objectives
Topic 1: Understand the four dimensions of service management	- Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People
Topic 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management	- Keep it simple and practical - Think and work holistically - Start where you are - Focus on value - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility
Topic 3: Understand the activities of the service value chain	- Design & Transition - Plan - Improve - Engage - Obtain/Build - Deliver & Support
Topic 4: 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
Topic 5: Understand the purpose and components of the ITIL service value system	- Governance - Practices - Guiding Principles - Service Value Chain - Continual Improvement
Topic 6: Know the purpose and key terms of 15 ITIL practices	- Supplier Management - Deployment Management - Information Security Management - Monitoring and Event Management - Service Level Management - Service Desk - IT Asset Management - Service Configuration Management - Incident Management - Change Control - Relationship Management - Service Request Management - Release Management - Continual Improvement - Problem Management

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EXIN ITIL 4 Foundation Sample Questions (Q235-Q240):

NEW QUESTION # 235
Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term

A. 2 and 3
B. 1 and 4
C. 3 and 4
D. 1 and 2

Answer: C

NEW QUESTION # 236
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Executing improvement actions
B. Defining the improvement plan
C. Understanding the business mission
D. Performing baseline assessments

Answer: D

NEW QUESTION # 237
Which statement about the 'optimize and automate' guiding principle is CORRECT?

A. Automation is best applied to non-standard tasks
B. Activities should be automated before they are optimized
C. Technology eliminates the need for human intervention
D. Automation frees human resources for more complex activities

Answer: D

NEW QUESTION # 238
Which is handled as a service request?

A. The failure of an IT service
B. An emergency change to implement a security patch
C. A compliment about an IT support team
D. An investigation to identify the cause of an incident

Answer: A

NEW QUESTION # 239
Which list includes information that would be collected when any incident is first logged?

A. Unique reference number, incident priority, description of symptoms
B. Escalation activity, closure category, resolution date and time
C. Unique reference number, escalation activity, incident priority
D. Closure category, description of symptoms, resolution date and time

Answer: A

NEW QUESTION # 240
......

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