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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical - Start where you are - Think and work holistically - Focus on value |
| Know the purpose and key terms of 15 ITIL practices | - IT Asset Management - Service Level Management - Change Control - Deployment Management - Service Configuration Management - Monitoring and Event Management - Service Desk - Continual Improvement - Supplier Management - Problem Management - Relationship Management - Service Request Management - Release Management - Information Security Management - Incident Management |
| Understand the four dimensions of service management | - Partners and Suppliers - Organizations and People - Information and Technology - Value Streams and Processes |
| 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 the activities of the service value chain | - Improve - Design & Transition - Deliver & Support - Engage - Obtain/Build - Plan |
| Understand the purpose and components of the ITIL service value system | - Guiding Principles - Continual Improvement - Service Value Chain - Practices - Governance |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A. Service consumption
B. The 'release management' practice
C. Service relationship management
D. The service value system
Question 2
Which organization delivers outputs or outcomes of a service?
A. A service consumer delivers outcomes of the service
B. A service provider delivers outcomes of the service
C. A service consumer delivers outputs of the service
D. A service provider delivers outputs of the service
Question 3
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
A. Service desk
B. Incident management
C. Problem management
D. Continual improvement
Question 4
Which of the four dimensions focuses on managing data in compliance with industry regulations?
A. Organizations and people
B. Value streams and processes
C. Partners and suppliers
D. Information and technology
Question 5
Which is a purpose of the 'relationship management' practice?
A. To systematically observe services and service components
B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders
Solutions:
| Question 1 Answer: D | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: D |
Payne -
Although I did not get a high score. Enough to pass. Thanks for your help. Need to correct some answers.