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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q297-Q302):

NEW QUESTION # 297
Which includes governance, management practices, and continual improvement?

A. The 'deliver and support' value chain activity
B. The service value system
C. The 'focus on value' guiding principle
D. The 'value stream and processes' dimension

Answer: B

NEW QUESTION # 298
Which is a description of service provision?

A. A formal description of one or more services, designed to address the needs of a service consumer
B. Cooperation between two organizations to ensure that a service delivers value
C. Activities that an organization performs to deliver services
D. A way to help create value by facilitating outcomes that service consumers need

Answer: C

NEW QUESTION # 299
Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A. Following a full change advisory board (CAB) to resolve any outstanding agenda items
B. During peak or holiday periods when emergencies are more likely to occur
C. In an emergency situation when it is not possible to convene a full CAB
D. Outside the normal working hours of the business unit

Answer: C

NEW QUESTION # 300
What is NOT within the scope of service catalogue management?

A. Interfaces between all services and supporting services
B. Interfaces between the service catalogue and service portfolio
C. Contribution to the definition of services
D. Fulfilment of business service requests

Answer: D

NEW QUESTION # 301
What is the CORRECT order for the three phases of problem management?

A. Problem identification, problem control, error control
B. Problem control, error control, problem identification
C. Error control, problem control, problem identification
D. Problem identification, error control, problem control

Answer: A

NEW QUESTION # 302
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