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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Continual Improvement - Practices - Service Value Chain - Governance - Guiding Principles |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Start where you are - Collaborate and promote visibility - Keep it simple and practical - Optimize and automate - Focus on value - Progress iteratively with feedback - Think and work holistically |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of service, utility, warranty, customer, user, service management, sponsor |
| Understand the activities of the service value chain | - Improve - Engage - Design & Transition - Plan - Deliver & Support - Obtain/Build |
| Know the purpose and key terms of 15 ITIL practices | - Service Level Management - Continual Improvement - Problem Management - Service Configuration Management - Information Security Management - Service Request Management - Supplier Management - Incident Management - Monitoring and Event Management - Service Desk - Deployment Management - Release Management - IT Asset Management - Relationship Management - Change Control |
| Understand the four dimensions of service management | - Value Streams and Processes - Organizations and People - Partners and Suppliers - Information and Technology |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice identifies metrics that reflect a customer experience of a service?
A) Service desk
B) Service level management
C) Problem management
D) Continual improvement
2. What should be considered as part of the 'partners and suppliers' dimension?
A) The information created, managed and used in the course of service provision and consumption
B) The required skills and competencies of teams and individual members of the organization
C) The activities, workflows, controls and procedures needed to achieve the agreed objectives
D) The level of integration and formality involved in the relationships between organizations
3. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A) Start where you are
B) Focus on value
C) Think and work holistically
D) Optimize and automate
4. Which guiding principle considers the importance of customer loyalty?
A) Start where you are
B) Focus on value
C) Optimize and automate
D) Progress iteratively with feedback
5. Which statement about the 'change enablement' practice is CORRECT?
A) Service requests are usually normal changes that can be implemented quickly without authorization
B) Emergency changes are changes that must be fully tested and fully documented prior to implementation
C) Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
D) Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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