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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Governance - Guiding Principles - Service Value Chain - Continual Improvement - Practices |
| Understand the four dimensions of service management | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
| Understand the activities of the service value chain | - Improve - Plan - Design & Transition - Deliver & Support - Obtain/Build - Engage |
| Know the purpose and key terms of 15 ITIL practices | - Release Management - Supplier Management - Deployment Management - Service Level Management - Problem Management - Service Request Management - Change Control - IT Asset Management - Service Desk - Information Security Management - Relationship Management - Monitoring and Event Management - Incident Management - Continual Improvement - Service Configuration Management |
| Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Think and work holistically - Focus on value - Collaborate and promote visibility - Keep it simple and practical - Start where you are - Progress iteratively with feedback |
EXIN ITIL 4 Foundation Sample Questions:
Which statement about 'continual improvement' is CORRECT?
- A. All improvement ideas should be logged in a single 'continual improvement register'
- B. 'Continual improvement' should have minimal interaction with other practices
- C. A single team should carry out 'continual improvement' across the organization
- D. Everyone in the organization is responsible for some aspects of 'continual improvement'
Correct Answer: D 🗳️
Which statement about the inputs and outputs of the value chain activities is CORRECT?
- A. Inputs and outputs are fixed for each value chain activity
- B. Each value chain activity receives inputs and provides outputs
- C. The organization's governance will determine the inputs and outputs of each value chain activity
- D. Some value chain activities only have inputs, whereas others only have outputs
Correct Answer: B 🗳️
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
- A. Customer feedback
- B. Operational metrics
- C. Customer engagement
- D. Business metrics
Correct Answer: C 🗳️
What role would be MOST suitable for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
- A. Service level manager
- B. Change authority
- C. Service desk agent
- D. Problem analyst
Correct Answer: A 🗳️
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Continual improvement
- B. Relationship management
- C. Service desk
- D. Service level management
Correct Answer: C 🗳️
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