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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Guiding Principles | 15% | - Focus on value - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Start where you are - Think and work holistically - Progress iteratively with feedback |
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders - Products and services - Value, outcomes, costs and risks |
| Key Concepts of ITIL 4 | 15% | - Partners and suppliers - Organizations, people and culture - Information and technology - Value streams and processes |
| ITIL Service Value System | 25% | - Governance - Purpose and components of the Service Value System - Continual Improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| 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. |
EXIN ITIL 4 Foundation Sample Questions:
Which describes an unresolved problem which has been already analysed?
- A. A workaround
- B. An incident
- C. A risk
- D. A known error
Which statement about the purpose of the Monitoring and event management practice is TRUE?
- A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
- C. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
- D. Systematically observe services and service components, and record and report selected changes of state identified as events
Which statement about value creating activities is CORRECT?
- A. Service value chain activities have pre-determined dependencies on ITIL practices
- B. A value stream is an operating model for creating value through products and services
- C. Organizations should ensure that each value stream is applicable to many scenarios
- D. Each value stream should be designed with a specific combination of service value chain activities
Which dimension considers data security and privacy?
- A. Value streams and processes
- B. Partners and suppliers
- C. Information and technology
- D. Organizations and people
Which is a recommendation applying the guiding principle 'keep it simple and practical'?
- A. Fast does not mean incomplete
- B. Communicate in a way the audience can hear
- C. Sometimes nothing from the current state can be re-used
- D. If a practice is easier to follow it is more likely to be adopted
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