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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Continual Improvement - Purpose and components of the Service Value System |
| Key Concepts of ITIL 4 | 15% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations, people and culture |
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Optimize and automate - Collaborate and promote visibility - Focus on value - Think and work holistically - Start where you are - Progress iteratively with feedback |
| ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
What is the MAIN benefit of 'problem management'?
A. Maximizing the number of successful changes
B. Reducing the number and impact of incidents
C. Restoring normal service as quickly as possible
D. Managing workarounds and known errors
Question 2
Which practice is responsible for moving new or changed components to live or other environments?
A. Supplier management
B. Change enablement
C. Release management
D. Deployment management
Question 3
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
Question 4
Which is a purpose of release management?
A. To handle user-initiated service requests
B. To move hardware and software to live environments
C. To make new and changed services available for use
D. To protect the organization's information
Question 5
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Change enablement
B. Release management
C. Relationship management
D. Monitoring and event management
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: A |
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