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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of ITIL 4 | 15% | - Information and technology - Partners and suppliers - Organizations, people and culture - Value streams and processes |
| Topic 2: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 3: ITIL Practices | 25% | - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 4: ITIL Service Value System | 25% | - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Governance |
| Topic 5: ITIL Guiding Principles | 15% | - Keep it simple and practical - Optimize and automate - Start where you are - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value |
EXIN ITIL 4 Foundation Sample Questions:
1. Which is a use of the change schedule?
A) Assigning resources to changes
B) Deciding the approval authority for changes
C) Automating the change process
D) Creating change models
2. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A) Optimize and automate
B) Think and work holistically
C) Start where you are
D) Focus on value
3. Which statement about outcomes is CORRECT?
A) Outcomes rely on outputs to deliver results for a stakeholder
B) Outcomes give service consumers assurance of products or services
C) Outcomes use activities to produce tangible or intangible deliverables
D) Outcomes help a service consumer to assess the cost of a specific activity
4. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
A) Change enablement
B) Incident management
C) Problem management
D) Service request management
5. Which guiding principle says that services and processes should NOT provide a solution for every exception?
A) Optimize and automate
B) Collaborate and promote visibility
C) Think and work holistically
D) Keep it simple and practical
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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