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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
| Topic 2: ITIL Guiding Principles | 15% | - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Start where you are - Think and work holistically - Focus on value |
| Topic 3: ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Continual Improvement - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Value streams and processes - Organizations, people and culture - Information and technology |
| Topic 5: Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
EXIN ITIL 4 Foundation Sample Questions:
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Correct Answer: B 🗳️
Which statement about value streams is CORRECT?
- A. Each value stream must include all 34 ITIL practices
- B. Each value stream must be designed for a specific scenario
- C. Each value stream must include suppliers or partners
- D. Each value stream must include all six value chain activities
Correct Answer: B 🗳️
Which is an input to the service value system?
- A. A need from consumers for new or changed services.
- B. Recommendations to help an organization in all aspects of its work
- C. A model to help meet stakeholders' expectations
- D. The system of directing and controlling an organization
Correct Answer: A 🗳️
How should a process design allow for exceptional situations?
- A. Create rules to handle exceptions generally
- B. Create an additional process for each exception
- C. Include all exception steps in the main process
- D. Remove the option for process exceptions
Correct Answer: A 🗳️
Which statement about value creating activities is CORRECT?
- A. Organizations should ensure that each value stream is applicable to many scenarios
- B. Each value stream should be designed with a specific combination of service value chain activities
- C. A value stream is an operating model for creating value through products and services
- D. Service value chain activities have pre-determined dependencies on ITIL practices
Correct Answer: B 🗳️
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