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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Organizations and People - Partners and Suppliers - Value Streams and Processes - Information and Technology |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Service Value Chain - Governance - Practices - Continual Improvement - Guiding Principles |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Think and work holistically - Optimize and automate - Keep it simple and practical - Focus on value |
| Topic 4: 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 |
| Topic 5: Understand the activities of the service value chain | - Obtain/Build - Design & Transition - Plan - Engage - Improve - Deliver & Support |
| Topic 6: Know the purpose and key terms of 15 ITIL practices | - Service Desk - Monitoring and Event Management - Information Security Management - Service Configuration Management - Service Level Management - Release Management - Supplier Management - Relationship Management - Change Control - Continual Improvement - Deployment Management - Problem Management - Service Request Management - Incident Management - IT Asset Management |
EXIN ITIL 4 Foundation Sample Questions:
1. How should an organization adopt continual improvement methods?
A) Select a few key methods for the types of improvement that the organization handles
B) Select a single method for all improvements that the organization handles
C) Build the capability to use as many improvement methods as possible
D) Use a new method for each improvement the organization handles
2. What is the definition of 'service management'?
A) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
B) A set of specialized organizational capabilities for enabling value for customers in the form of services
C) A formal description of one or more services, designed to address the needs of a target consumer group
D) A result for a stakeholder enabled by one or more outputs
3. Which does the ITIL service value system discourage?
A) Interfaces among practices
B) Organizational silos
C) Coordinated authorities and responsibilities
D) Organizational agility
4. Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
A) 3 and 4
B) 1 and 4
C) 2 and 3
D) 1 and 2
5. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A) Service configuration management
B) Change enablement
C) Service request management
D) Deployment management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
