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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
| Topic 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Focus on value - Keep it simple and practical - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are |
| Topic 3: Understand the purpose and components of the ITIL service value system | - Service Value Chain - Practices - Guiding Principles - Governance - Continual Improvement |
| Topic 4: 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 |
| Topic 5: Know the purpose and key terms of 15 ITIL practices | - Service Level Management - Monitoring and Event Management - IT Asset Management - Relationship Management - Service Configuration Management - Supplier Management - Information Security Management - Service Desk - Release Management - Deployment Management - Continual Improvement - Service Request Management - Incident Management - Change Control - Problem Management |
| Topic 6: Understand the activities of the service value chain | - Deliver & Support - Improve - Engage - Plan - Design & Transition - Obtain/Build |
EXIN ITIL 4 Foundation Sample Questions:
1. What actions does a service desk take for all issues, queries and requests that are reported to them?
A) Diagnose, investigate, resolve
B) Initiate, approve, fulfil
C) Schedule, assess, authorize
D) Acknowledge, classify, own
2. Which service value chain activity relates with buying new products?
A) Plan
B) Engage
C) Improve
D) Obtain/build
3. What should be considered as part of the 'partners and suppliers' dimension?
A) The level of integration and formality involved in the relationships between organizations
B) The activities, workflows, controls and procedures needed to achieve the agreed objectives
C) The required skills and competencies of teams and individual members of the organization
D) The information created, managed and used in the course of service provision and consumption
4. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
A) Keep it simple and practical
B) Start where you are
C) Think and work holistically
D) Focus on value
5. What should be done for every problem?
A) It should be diagnosed to identify possible solutions
B) It should have a workaround to reduce the impact
C) It should be prioritized based on its potential impact and probability
D) It should be resolved so that it can be closed
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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