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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 2: ITIL Practices Overview | - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) |
| Topic 3: ITIL Service Value System (SVS) | - Opportunity, demand, and value - Governance - Continual improvement - Service value chain - Guiding principles |
| Topic 4: Key Concepts of Service Management | - Value and value co-creation - Organizations, service providers, service consumers - Products and services relationship |
EXIN ITIL 4 Foundation Sample Questions:
Which practice needs the right culture to be embedded across the entire organization?
- A. Continual improvement
- B. Service level management
- C. Service request management
- D. Change enablement
Correct Answer: A 🗳️
Which statement about 'continual improvement' is CORRECT?
- A. Everyone in the organization is responsible for some aspects of 'continual improvement'
- B. All improvement ideas should be logged in a single 'continual improvement register'
- C. 'Continual improvement' should have minimal interaction with other practices
- D. A single team should carry out 'continual improvement' across the organization
Correct Answer: A 🗳️
Which describes a 'change authority'?
- A. A person who approves a change
- B. A tool used to help plan changes
- C. A way to manage the people aspects of change
- D. A model used to determine who will assess a change
Correct Answer: A 🗳️
A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?
- A. Service level management
- B. Service request management
- C. Incident management
- D. Change enablement
Correct Answer: B 🗳️
Why should some service requests be fulfilled with no additional approvals?
- A. To set user expectations for fulfilment times
- B. To ensure that spending is properly accounted for
- C. To ensure that information security requirements are met
- D. To streamline the fulfilment workflow
Correct Answer: D 🗳️
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