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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Continual improvement - Purpose and components - Governance - Service value chain
|
| Topic 2: Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
| Topic 3: Key Concepts of Service Management | 15% | - Services, service offerings, service relationships - Service management as a practice - Value, value co-creation, stakeholders |
| Topic 4: ITIL Practices | 30% | - General management practices
|
| Topic 5: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 6: ITIL Guiding Principles | 15% | - Focus on value - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Think and work holistically |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which practice would help a user gain access to an application that they need to use?
A. Change enablement
B. Service level management
C. Service request management
D. Service configuration management
Question 2
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
A. Change enablement
B. Information security management
C. Problem management
D. Service configuration management
Question 3
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A. The 'release management' practice
B. Service consumption
C. The service value system
D. Service relationship management
Question 4
Which statement about outcomes is CORRECT?
A. An outcome depends on at least one output to deliver a result
B. Outcomes enable products to be delivered to a stakeholder
C. An outcome defines the amount of money spent on technology for a service
D. Outcomes provide assurance to stakeholders on how a service performs
Question 5
What is required by all service desk staff?
A. Root cause analysis skills
B. Excellent technical knowledge
C. Knowledge of telephony technology
D. Demonstration of emotional intelligence
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: D |
