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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q123-Q128):

NEW QUESTION # 123
Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service request management
B. Change enablement
C. Service level management
D. Problem management

Answer: C

NEW QUESTION # 124
What describes the steps needed to create and deliver a specific service to a consumer?

A. Service management
B. Service level management
C. Practices
D. A value stream

Answer: B

NEW QUESTION # 125
Which is part of the 'focus on value' guiding principle?

A. Assessing services to identify parts that can be reused
B. Reducing the number of steps in the customer experience
C. Identifying activities that can be achieved in smaller iterations
D. Understanding what services help the service consumer

Answer: D

NEW QUESTION # 126
In service relationships, what is a benefit of identifying consumer roles?

A. It enables a common definition of value
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables effective stakeholder management

Answer: D

NEW QUESTION # 127
What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed

Answer: A

NEW QUESTION # 128
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