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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q229-Q234):

NEW QUESTION # 229
Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?

A. Service desk
B. Service request management
C. Incident management
D. Change enablement

Answer: D

NEW QUESTION # 230
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. rewarded
B. defined
C. measured
D. managed

Answer: D

NEW QUESTION # 231
Which is a recommendation of the guiding principle 'think and work holistically'?

A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review service management practices and remove any unnecessary complexity
C. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer: D

NEW QUESTION # 232
Which is considered by the 'partners and suppliers' dimension?

A. Using artificial intelligence
B. Defining controls and procedures
C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships

Answer: D

NEW QUESTION # 233
Which practice has a strong influence on the user experience and perception of the service provider?

A. Service desk
B. Supplier management
C. Service level management
D. Change enablement

Answer: A

NEW QUESTION # 234
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