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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Information and technology - Partners and suppliers - Value streams and processes |
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Keep it simple and practical - Think and work holistically - Start where you are - Optimize and automate |
| ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System - Continual Improvement |
| Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
EXIN ITIL 4 Foundation Sample Questions:
1. Which guiding principle considers the importance of customer loyalty?
A) Start where you are
B) Progress iteratively with feedback
C) Focus on value
D) Optimize and automate
2. Which is handled as a service request?
A) The failure of an IT service
B) An investigation to identify the cause of an incident
C) A compliment about an IT support team
D) An emergency change to implement a security patch
3. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
A) IT asset management
B) Deployment management
C) Change enablement
D) Service configuration management
4. Which role approves the cost of services?
A) Sponsor
B) User
C) Customer
D) Change authority
5. What is the definition of a known error?
A) An unplanned interruption to a service, or reduction in the quality of a service
B) Any change of state that has significance for the management of a service or other configuration item (CI)
C) A cause, or potential cause, of one or more incident
D) A problem that has been analyzed and has not been resolved
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
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