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EXIN ITILFNDv4 Exam Syllabus Topics:

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

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EXIN ITIL 4 Foundation Sample Questions (Q331-Q336):

NEW QUESTION # 331
Which guiding principle recommends coordinating all dimensions of service management?

A. Keep it simple and practical
B. Think and work holistically
C. Start where you are
D. Progress iteratively with feedback

Answer: B

NEW QUESTION # 332
Which is included in the purpose of the 'change enablement' practice?

A. Record and report selected changes of state
B. Ensure that risks have been properly assessed
C. Make new and changed services available for use
D. Plan and manage the full lifecycle of all IT assets

Answer: B

NEW QUESTION # 333
Which dimension considers the application of artificial intelligence to service management?

A. Value streams and processes
B. Information and technology
C. Organizations and people
D. Partners and suppliers

Answer: B

NEW QUESTION # 334
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A. Value streams and processes
B. Information and technology
C. Organizations and people
D. Partners and suppliers

Answer: A

NEW QUESTION # 335
Which statement about outcomes is CORRECT?

A. Helping service consumers achieve outcomes reduces service provider costs
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Outcomes are one or more services that fulfill the needs of a service consumer

Answer: B

NEW QUESTION # 336
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