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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Service management as a practice - Services, service offerings, service relationships |
| Topic 2: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 3: ITIL Guiding Principles | 15% | - Start where you are - Think and work holistically - Optimize and automate - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Keep it simple and practical |
| Topic 4: Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
| Topic 5: ITIL Practices | 30% | - General management practices
|
| Topic 6: ITIL Service Value System | 20% | - Purpose and components - Governance - Continual improvement - Service value chain
|
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access management
D. Continual service improvement
Question 2
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. Change enablement
B. Service level management
C. Incident management
D. Service request management
Question 3
What is the MOST LIKELY reason that incident management would need a temporary team to work together?
A. So customers and users are provided with timely updates
B. To escalate an incident to a supplier or partner
C. So users can resolve their own incidents with self-help
D. To resolve a complex or major incident
Question 4
Which is an example of a service request?
A. A request to implement a security patch
B. A request to investigate the cause of an incident
C. A request for access to a file
D. A request for normal operation to be restored
Question 5
What is included in the purpose of the 'relationship management' practice?
A. Setting clear business-based targets so that the delivery of a service can be properly assessed
B. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
C. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D. Creating collaborative relationships with key suppliers to uncover and realize new value
Solutions:
| Question 1 Answer: C | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: B |
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