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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
| Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| ITIL Service Value System | 20% | - Service value chain
- Governance - Purpose and components |
| Key Concepts of Service Management | 15% | - Services, service offerings, service relationships - Service management as a practice - Value, value co-creation, stakeholders |
| ITIL Practices | 30% | - General management practices
|
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate - Collaborate and promote visibility - Start where you are - Keep it simple and practical |
EXIN ITIL 4 Foundation Sample Questions:
Which facilitates outcomes that customers want to achieve?
- A. Organization
- B. IT asset
- C. Service
- D. Warranty
Correct Answer: C 🗳️
What varies in size and complexity, and uses functions to achieve its objectives?
- A. An outcome
- B. A practice
- C. An organization
- D. A risk
Correct Answer: C 🗳️
Which guiding principle focuses on reducing costs and human errors?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Correct Answer: A 🗳️
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Obtain/build
- B. Engage
- C. Plan
- D. Deliver and support
Correct Answer: D 🗳️
Which practice identifies metrics that reflect a customer experience of a service?
- A. Continual improvement
- B. Service desk
- C. Service level management
- D. Problem management
Correct Answer: C 🗳️
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