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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Know the purpose and key terms of 15 ITIL practices | - Deployment Management - Service Configuration Management - Service Level Management - Monitoring and Event Management - Continual Improvement - Supplier Management - Incident Management - Release Management - Problem Management - IT Asset Management - Service Desk - Change Control - Service Request Management - Information Security Management - Relationship Management |
| 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 |
| Understand the activities of the service value chain | - Engage - Plan - Improve - Design & Transition - Deliver & Support - Obtain/Build |
| Understand the purpose and components of the ITIL service value system | - Service Value Chain - Continual Improvement - Governance - Practices - Guiding Principles |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Keep it simple and practical - Think and work holistically - Progress iteratively with feedback - Focus on value - Start where you are - Collaborate and promote visibility - Optimize and automate |
| Understand the four dimensions of service management | - Organizations and People - Partners and Suppliers - Value Streams and Processes - Information and Technology |
EXIN ITIL 4 Foundation Sample Questions:
1. Which is described by the 'organizations and people' dimension of service management?
A) Workflows and controls
B) Inputs and outputs
C) Contracts and agreements
D) Communication and collaboration
2. Which statement about a service value stream is CORRECT?
A) It is used to provide governance
B) It is a value chain activity
C) It uses prescriptive inputs and outputs
D) It integrates practices for a specific scenario
3. Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows
A) 2 and 3
B) 1 and 4
C) 1 and 2
D) 3 and 4
4. Which practice has a purpose that involves creating closer, more collaborative relationships?
A) Information security management
B) Service configuration management
C) Release management
D) Supplier management
5. What is the purpose of the 'incident management' practice?
A) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B) To support the agreed service quality by effective handling of all agreed user-initiated service requests
C) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
D) To capture demand for incident resolution and service requests
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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