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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 25% | - Governance - Continual Improvement - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 2: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 3: Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Information and technology - Partners and suppliers - Organizations, people and culture - Value streams and processes |
| Topic 5: ITIL Guiding Principles | 15% | - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Start where you are - Progress iteratively with feedback |
EXIN ITIL 4 Foundation Sample Questions:
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
- A. Problem management
- B. Incident management
- C. Service request management
- D. Service level management
Correct Answer: C 🗳️
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Release management
- B. Relationship management
- C. Change enablement
- D. Monitoring and event management
Correct Answer: C 🗳️
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Incident management
- B. Change enablement
- C. Service request management
- D. Service level management
Correct Answer: A 🗳️
Which statement about a service value stream is CORRECT?
- A. It is used to provide governance
- B. It is a value chain activity
- C. It uses prescriptive inputs and outputs
- D. It integrates practices for a specific scenario
Correct Answer: D 🗳️
Which term is used to define "any component that needs to be managed in order to deliver an IT service"?
- A. An IT asset
- B. A configuration item
- C. A change
- D. An event
Correct Answer: B 🗳️
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