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EXIN ITILFND_V4 Exam Syllabus Topics:

Section	Weight	Objectives
ITIL Guiding Principles	15%	- Think and work holistically - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Start where you are - Focus on value - Collaborate and promote visibility
Key Concepts of Service Management	15%	- Services, service offerings, service relationships - Value, value co-creation, stakeholders - Service management as a practice
ITIL Practices	30%	- Technical management practices 1. Software development and management 2. Infrastructure and platform management 3. Deployment management - General management practices 1. Information security management 2. Relationship management 3. Supplier management 4. Continual improvement - Service management practices 1. Incident management 2. Problem management 3. Availability management 4. Service level management 5. Business continuity management 6. Change enablement 7. Service request management 8. Capacity and performance management
ITIL Service Value System	20%	- Governance - Purpose and components - Service value chain 1. Obtain/build 2. Engage 3. Design and transition 4. Plan 5. Improve 6. Deliver and support - Continual improvement
Organizational Structure and Roles	10%	- Key roles and responsibilities - Teams and groups
Technology and Information Management	10%	- Role of technology in service management - Information management principles

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EXIN ITIL 4 Foundation Sample Questions (Q218-Q223):

NEW QUESTION # 218
Which process is used to compare the value that new services offer with the value of the services they have replaced?

A. Availability management
B. Service portfolio management
C. Capacity management
D. Service catalogue management

Answer: B

NEW QUESTION # 219
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A. As a problem
B. As a service request
C. As a change request
D. As an event

Answer: A

NEW QUESTION # 220
What ensures that a service provider and a service consumer continually co-create value?

A. Service relationship management
B. Service offerings
C. Service consumption
D. Service level management

Answer: A

NEW QUESTION # 221
What should a release policy include?

A. The roles and responsibilities for incident and problem resolution
B. The naming convention and expected frequency of each type of release
C. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
D. The process owner and process manager for each type of release

Answer: B

NEW QUESTION # 222
What is the MAIN benefit of 'problem management'?

A. Managing workarounds and known errors
B. Maximizing the number of successful changes
C. Restoring normal service as quickly as possible
D. Reducing the number and impact of incidents

Answer: D

NEW QUESTION # 223
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