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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of ITIL 4 | 15% | - Information and technology - Partners and suppliers - Organizations, people and culture - Value streams and processes |
| Topic 2: ITIL Service Value System | 25% | - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Continual Improvement |
| Topic 3: ITIL Guiding Principles | 15% | - Start where you are - Focus on value - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Optimize and automate - Collaborate and promote visibility |
| Topic 4: Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Products and services - Value, outcomes, costs and risks |
| Topic 5: ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
EXIN ITIL 4 Foundation Sample Questions:
What is a configuration item?
- A. A problem that has been analyzed but has not been resolved
- B. Any component that needs to be managed in order to deliver an IT service
- C. Any change of state that has significance for the management of a service
- D. Any financially valuable component that can contribute to the delivery of an IT product or service
Correct Answer: B 🗳️
How should a process design allow for exceptional situations?
- A. Remove the option for process exceptions
- B. Create rules to handle exceptions generally
- C. Include all exception steps in the main process
- D. Create an additional process for each exception
Correct Answer: B 🗳️
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
- A. Improve
- B. Plan
- C. Deliver and support
- D. Design and transition
Correct Answer: B 🗳️
A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?
- A. Incident
- B. Problem
- C. Event
- D. Known error
Correct Answer: B 🗳️
Which is a purpose of release management?
- A. To protect the organization's information
- B. To make new and changed services available for use
- C. To handle user-initiated service requests
- D. To move hardware and software to live environments
Correct Answer: B 🗳️
