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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Start where you are - Think and work holistically - Optimize and automate |
| 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. |
| Key Concepts of Service Management | 20% | - Products and services - Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks |
| ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Governance - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Key Concepts of ITIL 4 | 15% | - Value streams and processes - Organizations, people and culture - Information and technology - Partners and suppliers |
EXIN ITIL 4 Foundation Sample Questions:
What is required by all service desk staff?
- A. Demonstration of emotional intelligence
- B. Root cause analysis skills
- C. Excellent technical knowledge
- D. Knowledge of telephony technology
Correct Answer: A 🗳️
What is the definition of warranty?
- A. A means of identifying events that could cause harm or loss
- B. A means of identifying a result for a stakeholder
- C. A means of determining whether a service is fit for purpose
- D. A means of determining whether a service is fit for use
Correct Answer: D 🗳️
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service level management
- B. Service desk
- C. Relationship management
- D. Continual improvement
Correct Answer: B 🗳️
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Scripts for collecting user information
- B. Use of shift working patterns
- C. Creation of a temporary team
- D. Fulfilment of service requests
Correct Answer: A 🗳️
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
- A. Collaborate and promote visibility
- B. Optimize and automate
- C. Think and work holistically
- D. Focus on value
Correct Answer: C 🗳️
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