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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Know the purpose and key terms of 15 ITIL practices | - Continual Improvement - Supplier Management - Information Security Management - IT Asset Management - Change Control - Release Management - Problem Management - Service Level Management - Relationship Management - Service Configuration Management - Service Request Management - Incident Management - Service Desk - Deployment Management - Monitoring and Event Management |
| Understand the activities of the service value chain | - Obtain/Build - Design & Transition - Improve - Plan - Deliver & Support - Engage |
| Understand the four dimensions of service management | - Information and Technology - Organizations and People - Value Streams and Processes - Partners and Suppliers |
| 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 | - Start where you are - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Think and work holistically - Focus on value - Collaborate and promote visibility |
| Understand the purpose and components of the ITIL service value system | - Continual Improvement - Governance - Practices - Guiding Principles - Service Value Chain |
EXIN ITIL 4 Foundation Sample Questions:
1. What is the definition of warranty?
A) A means of determining whether a service is fit for use
B) A means of determining whether a service is fit for purpose
C) A means of identifying events that could cause harm or loss
D) A means of identifying a result for a stakeholder
2. Which practice recommends the use of event-based surveys to gather feedback from customers?
A) Problem management
B) Change enablement
C) Service level management
D) Service request management
3. What is CORRECT about service request management?
A) Complex service request procedures should be avoided
B) Compliments can be handled as service requests
C) Service requests can be used to restore service
D) A new procedure is required for each new service request
4. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A) Monitoring and event management
B) Continual improvement
C) Information security management
D) Service level management
5. What is defined as 'the role that uses services'?
A) Customer
B) User
C) Service consumer
D) Sponsor
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
