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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Key Concepts of ITIL 4 | 15% | - Information and technology - Partners and suppliers - Organizations, people and culture - Value streams and processes |
| Topic 3: 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 |
| Topic 4: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 5: 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. |
EXIN ITIL 4 Foundation Sample Questions:
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
Correct Answer: A 🗳️
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
Correct Answer: B 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: B 🗳️
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
Correct Answer: D 🗳️
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