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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Key Concepts of Service Management	20%	- Service relationships: service providers, consumers, stakeholders - Products and services - Value, outcomes, costs and risks
Topic 2: ITIL Practices	25%	- Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc.
Topic 3: ITIL Service Value System	25%	- Governance - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual Improvement
Topic 4: ITIL Guiding Principles	15%	- Optimize and automate - Start where you are - Keep it simple and practical - Focus on value - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility
Topic 5: Key Concepts of ITIL 4	15%	- Organizations, people and culture - Partners and suppliers - Information and technology - Value streams and processes

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EXIN ITIL 4 Foundation Sample Questions (Q273-Q278):

NEW QUESTION # 273
When planning `continual improvement', which approach for assessing the current state of a service is CORRECT?

A. An organization should always develop competencies in methodologies and techniques that will meet their needs
B. An organization should always use a single technique to ensure metrics are consistent
C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Answer: A

NEW QUESTION # 274
Which statement about value streams is CORRECT?

A. Each value stream must be designed for a specific scenario
B. Each value stream must include all 34 ITIL practices
C. Each value stream must include suppliers or partners
D. Each value stream must include all six value chain activities

Answer: A

NEW QUESTION # 275
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?

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

Answer: B

NEW QUESTION # 276
Which two practices interact the MOST with the service desk practice?

A. Change enablement and incident management
B. Incident management and service request management
C. Deployment management and change enablement
D. Service request management and deployment management

Answer: B

NEW QUESTION # 277
Which is a purpose of the 'service level management' practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To set clear business-based targets for service levels
C. To ensure that the organization's suppliers and their performance are managed appropriately
D. To support the agreed quality of a service by handling all agreed, user-initiated service requests

Answer: B

NEW QUESTION # 278
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