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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Governance - Service value chain
- Purpose and components |
| Topic 2: ITIL Practices | 30% | - General management practices
|
| Topic 3: Key Concepts of Service Management | 15% | - Services, service offerings, service relationships - Service management as a practice - Value, value co-creation, stakeholders |
| Topic 4: ITIL Guiding Principles | 15% | - Optimize and automate - Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Start where you are - Focus on value |
| Topic 5: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 6: Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
EXIN ITIL 4 Foundation Sample Questions:
Which of the four dimensions contributes is concerned with service integration and management?
- A. Value streams and processes
- B. Organizations and people
- C. Partners and suppliers
- D. Information and technology
Correct Answer: C 🗳️
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 1 and 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
Correct Answer: D 🗳️
Which two practices use workarounds?
- A. Change enablement and continual improvement
- B. Change enablement and problem management
- C. Incident management and continual improvement
- D. Problem management and incident management
Correct Answer: D 🗳️
In service relationships, what is a benefit of identifying consumer roles?
- A. It enables effective stakeholder management
- B. It provides shared service expectations
- C. It enables a common definition of value
- D. It removes constraints from the customer
Correct Answer: A 🗳️
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as problems
- B. Service requests and their fulfilment should be automated as much as possible
- C. Service requests and their fulfilment should be carried out by service desk staff without automation
- D. Service requests that cannot be automated should be handled as incidents
Correct Answer: B 🗳️
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