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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q43-Q48):

NEW QUESTION # 43
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.

A. workarounds
B. changes
C. events
D. configuration items

Answer: A

NEW QUESTION # 44
Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. An emergency change
B. A standard change
C. A normal change
D. A change model

Answer: B

NEW QUESTION # 45
Which statement about 'continual improvement' is CORRECT?

A. 'Continual improvement' should have minimal interaction with other practices
B. Everyone in the organization is responsible for some aspects of 'continual improvement'
C. A single team should carry out 'continual improvement' across the organization
D. All improvement ideas should be logged in a single 'continual improvement register'

Answer: B

NEW QUESTION # 46
What must always be done before an activity is automated?

A. Check that the activity has already been optimized
B. Ensure that DevOps has been successfully implemented
C. Check that suitable new technology has been purchased
D. Ensure the solution removes the need for human intervention

Answer: A

NEW QUESTION # 47
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A. Service level management
B. Monitoring and event management
C. Information security management
D. Continual improvement

Answer: C

NEW QUESTION # 48
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