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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q233-Q238):

NEW QUESTION # 233
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

Answer: B


NEW QUESTION # 234
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

Answer: B


NEW QUESTION # 235
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Answer: D


NEW QUESTION # 236
Which of the following statements about 'outcomes' is TRUE?

Answer: B

Explanation:
Outcomes are the end results that depend on specific outputs to achieve desired effects or benefits.


NEW QUESTION # 237
Which process is used to compare the value that new services offer with the value of the services they have replaced?

Answer: D


NEW QUESTION # 238
......

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