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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Focus on value - Progress iteratively with feedback - Think and work holistically - Start where you are |
| Topic 2: ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. |
| Topic 3: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Value streams and processes - Information and technology - Partners and suppliers |
| Topic 5: ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Purpose and components of the Service Value System - Continual Improvement |
EXIN ITIL 4 Foundation Sample Questions:
How should an organization adopt continual improvement methods?
- A. Select a few key methods for the types of improvement that the organization handles
- B. Select a single method for all improvements that the organization handles
- C. Build the capability to use as many improvement methods as possible
- D. Use a new method for each improvement the organization handles
Correct Answer: A 🗳️
In which case would a problem be logged as part of the problem identification?
- A. When the cause is identified but not resolved
- B. After receiving of error information from a supplier
- C. When a user reports an unplanned service interruption
- D. After a workaround is identified and documented
Correct Answer: B 🗳️
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
- A. Value streams and processes
- B. Organizations and people
- C. Partners and suppliers
- D. Information and technology
Correct Answer: B 🗳️
Which practice balances management of risk with maximizing throughput?
- A. Continual improvement
- B. Problem management
- C. Incident management
- D. Change enablement
Correct Answer: D 🗳️
Which of the following guiding principles proposes the elimination of unnecessary work?
- A. Keep it simple and practical
- B. Start where you are
- C. Think and work holistically
- D. Progress iteratively with feedback
Correct Answer: A 🗳️
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