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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain | - Improve - Plan - Deliver & Support - Design & Transition - Obtain/Build - Engage |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Continual Improvement - Service Value Chain - Governance - Guiding Principles - Practices |
| Topic 3: Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 4: Know the purpose and key terms of 15 ITIL practices | - Service Configuration Management - IT Asset Management - Service Level Management - Deployment Management - Continual Improvement - Relationship Management - Service Request Management - Release Management - Information Security Management - Problem Management - Monitoring and Event Management - Supplier Management - Incident Management - Service Desk - Change Control |
| Topic 5: Understand the four dimensions of service management | - Organizations and People - Value Streams and Processes - Partners and Suppliers - Information and Technology |
| Topic 6: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Progress iteratively with feedback - Keep it simple and practical - Focus on value - Optimize and automate - Collaborate and promote visibility - Think and work holistically - Start where you are |
EXIN ITIL 4 Foundation Sample Questions:
1. Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?
A) Continual improvement
B) Change enablement
C) Service request management
D) Incident management
2. Which activity is NOT recommended by the 'start where you are' guiding principle?
A) Applying risk management when considering to introduce new processes
B) Discarding existing processes before assessing their usefulness
C) Using source data to avoid any unintentional data distortion round in reports
D) Involving people who are not familiar with a service when observing and assessing its activities
3. Which statement about the inputs and outputs of the value chain activities is CORRECT?
A) Inputs and outputs are fixed for each value chain activity
B) Some value chain activities only have inputs, whereas others only have outputs
C) The organization's governance will determine the inputs and outputs of each value chain activity
D) Each value chain activity receives inputs and provides outputs
4. Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
A) Analyze the whole situation in detail before taking any action
B) Organize work into small manageable units
C) Prohibit changes to plans after they have been finalized
D) Reduce the number of steps that produce tangible results
5. Which term is used to define "any component that needs to be managed in order to deliver an IT service"?
A) A change
B) An event
C) A configuration item
D) An IT asset
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C |
