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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q226-Q231):

                                            NEW QUESTION # 226
                                            Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

                                            Answer: D


                                            NEW QUESTION # 227
                                            Where are the details of the required performance outcomes of a service defined?

                                            Answer: A


                                            NEW QUESTION # 228
                                            What is a problem that has been analyzed but has not been resolved?

                                            Answer: B


                                            NEW QUESTION # 229
                                            Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

                                            Answer: A


                                            NEW QUESTION # 230
                                            Which is included in the purpose of the 'change enablement' practice?

                                            Answer: C


                                            NEW QUESTION # 231
                                            ......

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