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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Services, service offerings, service relationships - Service management as a practice |
| ITIL Service Value System | 20% | - Purpose and components - Continual improvement - Service value chain
|
| Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
| ITIL Practices | 30% | - Technical management practices
|
| ITIL Guiding Principles | 15% | - Optimize and automate - Start where you are - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Think and work holistically |
| Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which is an input to the service value system?
A. A need from consumers for new or changed services.
B. A model to help meet stakeholders' expectations
C. The system of directing and controlling an organization
D. Recommendations to help an organization in all aspects of its work
Question 2
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Service level management
B. Information security management
C. Monitoring and event management
D. Continual improvement
Question 3
Which is MOST LIKELY to be achieved by following a detailed procedure?
A. Assessing a change
B. Investigating a problem
C. Resolving an incident
D. Managing a service request
Question 4
When should a workaround be created?
A. As soon as possible, once the incident is logged
B. When a problem cannot be resolved quickly
C. When a potential permanent solution has been identified
D. After the resolution of a problem
Question 5
Which is a description of service provision?
A. A way to help create value by facilitating outcomes that service consumers need
B. Cooperation between two organizations to ensure that a service delivers value
C. Activities that an organization performs to deliver services
D. A formal description of one or more services, designed to address the needs of a service consumer
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: C |
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