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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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                                            EXIN ITIL 4 Foundation Sample Questions (Q36-Q41):

                                            NEW QUESTION # 36
                                            Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

                                            Answer: B


                                            NEW QUESTION # 37
                                            Which practice ensures that a variety of access channels are available for users to report issues?

                                            Answer: C


                                            NEW QUESTION # 38
                                            Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

                                            Answer: C


                                            NEW QUESTION # 39
                                            Which activity is part of the 'continual improvement' practice?

                                            Answer: A


                                            NEW QUESTION # 40
                                            How should the workflow for a new service request be designed?

                                            Answer: C


                                            NEW QUESTION # 41
                                            ......

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