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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the activities of the service value chain | - Engage - Plan - Design & Transition - Obtain/Build - Improve - Deliver & Support |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Keep it simple and practical - Think and work holistically - Optimize and automate - Start where you are - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value |
| Understand the purpose and components of the ITIL service value system | - Continual Improvement - Practices - Governance - Guiding Principles - Service Value Chain |
| Know the purpose and key terms of 15 ITIL practices | - Continual Improvement - Service Desk - Relationship Management - Incident Management - Service Level Management - Service Configuration Management - Service Request Management - Release Management - Monitoring and Event Management - Change Control - Supplier Management - Deployment Management - Problem Management - Information Security Management - IT Asset 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 four dimensions of service management | - Information and Technology - Value Streams and Processes - Organizations and People - Partners and Suppliers |
EXIN ITIL 4 Foundation Sample Questions:
1. Which competencies are required by the 'service level management' practice?
A) Problem investigation and resolution
B) Balanced scorecard reviews and maturity assessment
C) Business analysis and commercial management
D) Incident analysis and prioritization
2. How can service consumers contribute to risk mitigation?
A) By controlling the specific level of risk on the service provider's behalf
B) Through the provision of services according to predefined needs
C) By being fully aware of their own requirements for the service
D) By ensuring that the service provider has configured correctly its resources
3. Which practice includes management of workarounds and known errors?
A) Problem management
B) Monitoring and event management
C) Incident management
D) Service configuration management
4. What impact does automation have on a service desk?
A) Less low level work and a greater ability to focus on user experience
B) Ability to work from a single centralized location
C) Increased phone contact and a reduced ability to focus on user experience
D) Ability to work from multiple locations, geographically dispersed
5. What is used as a tool to help define and measure performance?
A) An incident record
B) A change schedule
C) A continual improvement register
D) A service level agreement
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
