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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Service value chain
- Purpose and components - Governance |
| Topic 2: Key Concepts of Service Management | 15% | - Service management as a practice - Services, service offerings, service relationships - Value, value co-creation, stakeholders |
| Topic 3: Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
| Topic 4: ITIL Practices | 30% | - General management practices
|
| Topic 5: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 6: ITIL Guiding Principles | 15% | - Start where you are - Focus on value - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically |
EXIN ITIL 4 Foundation Sample Questions:
Which dimension considers data security and privacy?
- A. Information and technology
- B. Organizations and people
- C. Partners and suppliers
- D. Value streams and processes
Correct Answer: A 🗳️
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Relationship management
- B. Continual improvement
- C. Service level management
- D. Service desk
Correct Answer: D 🗳️
Which is an external input to the service value chain?
- A. Customer requirements
- B. The 'improve' value chain activity
- C. Feedback loops
- D. An overall plan
Correct Answer: A 🗳️
Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
- A. outcomes
- B. outputs
- C. utility
- D. warranty
Correct Answer: A 🗳️
Which practice ensures that a variety of access channels are available for users to report issues?
- A. Service level management
- B. Change enablement
- C. Incident management
- D. Service desk
Correct Answer: D 🗳️
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