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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Keep it simple and practical - Optimize and automate - Focus on value - Collaborate and promote visibility - Think and work holistically - Start where you are - Progress iteratively with feedback |
| Topic 2: Understand the activities of the service value chain | - Deliver & Support - Obtain/Build - Design & Transition - Engage - Plan - Improve |
| Topic 3: 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 4: Know the purpose and key terms of 15 ITIL practices | - Supplier Management - Service Level Management - Release Management - Information Security Management - Monitoring and Event Management - Incident Management - Deployment Management - Service Request Management - Service Desk - Service Configuration Management - Change Control - Continual Improvement - Problem Management - Relationship Management - IT Asset Management |
| Topic 5: Understand the four dimensions of service management | - Information and Technology - Organizations and People - Value Streams and Processes - Partners and Suppliers |
| Topic 6: Understand the purpose and components of the ITIL service value system | - Governance - Practices - Service Value Chain - Continual Improvement - Guiding Principles |
EXIN ITIL 4 Foundation Sample Questions:
1. What should be considered as part of the 'partners and suppliers' dimension?
A) The level of integration and formality involved in the relationships between organizations
B) The information created, managed and used in the course of service provision and consumption
C) The required skills and competencies of teams and individual members of the organization
D) The activities, workflows, controls and procedures needed to achieve the agreed objectives
2. 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
3. What is CORRECT about service request management?
A) Compliments can be handled as service requests
B) Complex service request procedures should be avoided
C) Service requests can be used to restore service
D) A new procedure is required for each new service request
4. What is a cause, or potential cause, of one or more incidents?
A) A workaround
B) An incident
C) A configuration item
D) A problem
5. Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
[?].
A) IT assets
B) known errors
C) events
D) changes
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
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