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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q67-Q72):

NEW QUESTION # 67
Why should a service level agreement include bundles of metrics?

A. To help focus on business outcomes, rather than operational results
B. To reduce the number of metrics that need to be measured and reported
C. To ensure that the service levels have been agreed with customers
D. To ensure that all services are included in the service reports

Answer: A

NEW QUESTION # 68
Which describes normal changes?

A. Changes that need to be scheduled and assessed following a process
B. Changes that are low-risk and pre-authorized
C. Changes that must be implemented as soon as possible
D. Changes that are typically initiated as service requests

Answer: A

NEW QUESTION # 69
In which situation will incident management USUALLY use a separate process?

A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents

Answer: D

NEW QUESTION # 70
Which statement about the steps to fulfill a service request is CORRECT?

A. They should include incident handling
B. They should be brief and simple
C. They should be complex and detailed
D. They should be well-known and proven

Answer: D

NEW QUESTION # 71
Which BEST describes the purpose of the CSI register?

A. To store details of all component CIs and their interfaces
B. To be a central repository for all IT service management related information
C. To record details of all live services and their service targets
D. To capture, record and prioritize all improvement opportunities

Answer: D

NEW QUESTION # 72
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