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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:
1. 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
2. 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
3. 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
4. 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
5. 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
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |
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