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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Weight	Objectives
Key Concepts of Service Management	20%	- Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services
Key Concepts of ITIL 4	15%	- Organizations, people and culture - Value streams and processes - Information and technology - Partners and suppliers
ITIL Practices	25%	- General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc.
ITIL Service Value System	25%	- Purpose and components of the Service Value System - Governance - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
ITIL Guiding Principles	15%	- Optimize and automate - Focus on value - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility

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EXIN ITIL 4 Foundation Sample Questions (Q35-Q40):

NEW QUESTION # 35
Which dimension considers the application of artificial intelligence to service management?

A. Organizations and people
B. Information and technology
C. Value streams and processes
D. Partners and suppliers

Answer: B

NEW QUESTION # 36
Which is an example of a problem control activity?

A. Implementing a technical fix to resolve an issue
B. Reviewing incident records to identify trends
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround

Answer: D

NEW QUESTION # 37
What is the purpose of the 'deployment management' practice?

A. To make new or changed services available for use
B. To set clear business-based targets for service performance
C. To move new or changed components to live environments
D. To ensure services achieve agreed and expected performance

Answer: C

NEW QUESTION # 38
Why should a service level manager carry out regular service reviews?

A. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
B. To capture information about service issues and performance against agreed goals
C. To ensure that agreements are written simply and are easy to understand
D. To collect information about service consumer goals and objectives

Answer: B

NEW QUESTION # 39
Which is an example of a business related measurement?

A. The number of passengers checked in
B. The average time to response to change requests
C. The number of problems resolved
D. The average resolution time for incidents

Answer: A

NEW QUESTION # 40
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