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EXIN ITILFND_V4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q165-Q170):

NEW QUESTION # 165
What are the KEY stakeholder groups that service providers should cooperate with?

A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Answer: B

NEW QUESTION # 166
Which is a key consideration for the guiding principle 'keep it simple and practical'?

A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Start with a complex solution, then simplify
D. Ignore the conflicting objectives of different stakeholders

Answer: B

NEW QUESTION # 167
Which is an important principle of communication in service operation?

A. Meetings are always the best method of communication
B. It has an intended purpose or a resultant action
C. Information should always be communicated
D. It is stored in the configuration management system

Answer: B

NEW QUESTION # 168
Which describes normal changes?

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

Answer: C

NEW QUESTION # 169
Which is part of the value proposition of a service?

A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service

Answer: A

NEW QUESTION # 170
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