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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain | - Improve - Engage - Deliver & Support - Design & Transition - Plan - Obtain/Build |
| Topic 2: Know the purpose and key terms of 15 ITIL practices | - Incident Management - IT Asset Management - Continual Improvement - Monitoring and Event Management - Change Control - Deployment Management - Supplier Management - Relationship Management - Service Desk - Problem Management - Service Configuration Management - Service Request Management - Release Management - Service Level Management - Information Security Management |
| Topic 3: Understand the purpose and components of the ITIL service value system | - Continual Improvement - Practices - Guiding Principles - Governance - Service Value Chain |
| Topic 4: Understand the four dimensions of service management | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
| Topic 5: 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 |
| Topic 6: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Focus on value - Collaborate and promote visibility - Optimize and automate - Think and work holistically - Progress iteratively with feedback - Start where you are - Keep it simple and practical |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which dimension considers data security and privacy?
A. Partners and suppliers
B. Information and technology
C. Organizations and people
D. Value streams and processes
Question 2
What is the PRIMARY use of a change schedule?
A. To manage emergency changes
B. To plan changes and help avoid conflicts
C. To support the 'incident management' practice and improvement planning
D. To manage standard changes
Question 3
Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity
A. 1 and 2
B. 3 and 4
C. 2 and 3
D. 1 and 4
Question 4
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Relationship managers
B. Customers
C. Developers
D. Suppliers
Question 5
Which is the FIRST thing to consider when focusing on value?
A. Identifying the service consumer who will receive value
B. Defining customer experience and user experience
C. Ensuring value is co-created by improvement initiatives
D. Understanding what is valuable to the service consumer
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: A |
