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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 15% | - Services, service offerings, service relationships - Value, value co-creation, stakeholders - Service management as a practice |
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Start where you are - Keep it simple and practical |
| ITIL Practices | 30% | - Technical management practices
|
| ITIL Service Value System | 20% | - Purpose and components - Service value chain
- Continual improvement |
| Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
EXIN ITIL 4 Foundation Sample Questions:
1. Which will help solve incidents more quickly?
A) Target resolution times
B) Collaboration between teams
C) Detailed procedural steps for incident investigation
D) Escalating all incidents to support teams
2. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A) Service management
B) Service provision
C) Service offering
D) Service consumption
3. What should be done to determine the appropriate metrics for measuring a new service?
A) Asking customers to provide numerical targets that meet their needs
B) Measuring the performance over the first six months, and basing a solution on the results
C) Asking customers open questions to establish their requirements
D) Using operational data to provide detailed service reports
4. Which statement about the 'service request management' practice is CORRECT?
A) Additional approval is sometimes needed for restoration of service
B) A new workflow is created for each type of request
C) Financial authorization is sometimes required for service requests
D) Service requests are fulfilled using simple workflows
5. Which term is used to describe removing something that could have an effect on a service?
A) An IT asset
B) An incident
C) A problem
D) A change
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
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