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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Service Value Chain - Practices - Guiding Principles - Governance - Continual Improvement |
| Know the purpose and key terms of 15 ITIL practices | - Service Desk - Service Configuration Management - Service Level Management - Service Request Management - Relationship Management - Monitoring and Event Management - IT Asset Management - Incident Management - Deployment Management - Change Control - Information Security Management - Continual Improvement - Release Management - Problem Management - Supplier Management |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Start where you are - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically - Keep it simple and practical - Optimize and automate - Focus on value |
| 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 |
| Understand the activities of the service value chain | - Plan - Deliver & Support - Engage - Design & Transition - Improve - Obtain/Build |
| Understand the four dimensions of service management | - Organizations and People - Value Streams and Processes - Partners and Suppliers - Information and Technology |
EXIN ITIL 4 Foundation Sample Questions:
Which describes the utility of a service?
- A. A service that increases constraints on the consumer
- B. A service that meets its service level targets
- C. A service that is fit for use
- D. A service that supports the performance of the consumer
Correct Answer: D 🗳️
What actions does a service desk take for all issues, queries and requests that are reported to them?
- A. Initiate, approve, fulfil
- B. Diagnose, investigate, resolve
- C. Schedule, assess, authorize
- D. Acknowledge, classify, own
Correct Answer: D 🗳️
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Continual service improvement
- B. Change management
- C. Service level management
- D. Access management
Correct Answer: D 🗳️
What should be used to set user expectations for request fulfilment times?
- A. The consumer demand for the service
- B. The time needed to realistically deliver the service
- C. The service levels of the supplier
- D. The time that the customer indicates for service delivery
Correct Answer: B 🗳️
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Understanding the organization's vision
- B. Meeting stakeholder expectations
- C. Understanding stakeholder needs
- D. Ensuring service components are available
Correct Answer: B 🗳️
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