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EXIN ITILFND_V4 Exam Syllabus Topics:

SectionObjectives
Understand the activities of the service value chain- Improve
- Design & Transition
- Engage
- Plan
- Obtain/Build
- Deliver & Support
Understand the four dimensions of service management- Value Streams and Processes
- Information and Technology
- Partners and Suppliers
- Organizations and People
Understand the key concepts of service management- Describe the key concepts of creating value with services
- Recall the definition of service, utility, warranty, customer, user, service management, sponsor
Understand the purpose and components of the ITIL service value system- Continual Improvement
- Service Value Chain
- Guiding Principles
- Practices
- Governance
Understand how the ITIL guiding principles can help an organization adopt and adapt service management- Optimize and automate
- Focus on value
- Think and work holistically
- Start where you are
- Collaborate and promote visibility
- Progress iteratively with feedback
- Keep it simple and practical
Know the purpose and key terms of 15 ITIL practices- Service Level Management
- Service Request Management
- Incident Management
- Release Management
- Continual Improvement
- Service Configuration Management
- Change Control
- IT Asset Management
- Service Desk
- Problem Management
- Information Security Management
- Deployment Management
- Supplier Management
- Monitoring and Event Management
- Relationship Management

EXIN ITIL 4 Foundation Sample Questions:

Question #1

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

  • A. Continual improvement
  • B. Service value chain
  • C. Practices
  • D. Guiding principles
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #2

Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

  • A. Ideation, Test, Develop, Deploy, Design, Operate, Retire
  • B. Ideation, Design, Develop, Deploy, Test, Operate, Retire
  • C. None of the above
  • D. Retire, Test, Operate, Deploy, Ideation, Develop, Design
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #3

Which statement about managing incidents is CORRECT?

  • A. The 'incident management' practice should use a single process regardless of the impact of the incident
  • B. Incidents with the lowest impact should be resolved first
  • C. Low impact incidents should be resolved efficiently so the resource required is reduced
  • D. Low impact incidents should be resolved efficiently, making logging unnecessary
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #4

Which term is used to define "any component that needs to be managed in order to deliver an IT service"?

  • A. A configuration item
  • B. A change
  • C. An IT asset
  • D. An event
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #5

Which is an activity of 'problem identification'?

  • A. Analyzing the cause of problems
  • B. Establishing potential permanent solutions
  • C. Analyzing information from software developers
  • D. Establishing problem workarounds
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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