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EXIN ITILFND_V4 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Practices30%- General management practices
  • 1. Information security management
    • 2. Supplier management
      • 3. Relationship management
        • 4. Continual improvement
          - Technical management practices
          • 1. Deployment management
            • 2. Software development and management
              • 3. Infrastructure and platform management
                - Service management practices
                • 1. Change enablement
                  • 2. Service request management
                    • 3. Business continuity management
                      • 4. Service level management
                        • 5. Incident management
                          • 6. Availability management
                            • 7. Capacity and performance management
                              • 8. Problem management
                                Topic 2: ITIL Guiding Principles15%- Think and work holistically
                                - Start where you are
                                - Optimize and automate
                                - Keep it simple and practical
                                - Focus on value
                                - Progress iteratively with feedback
                                - Collaborate and promote visibility
                                Topic 3: Organizational Structure and Roles10%- Teams and groups
                                - Key roles and responsibilities
                                Topic 4: Technology and Information Management10%- Information management principles
                                - Role of technology in service management
                                Topic 5: ITIL Service Value System20%- Continual improvement
                                - Service value chain
                                • 1. Improve
                                  • 2. Design and transition
                                    • 3. Obtain/build
                                      • 4. Deliver and support
                                        • 5. Engage
                                          • 6. Plan
                                            - Governance
                                            - Purpose and components
                                            Topic 6: Key Concepts of Service Management15%- Services, service offerings, service relationships
                                            - Value, value co-creation, stakeholders
                                            - Service management as a practice

                                            EXIN ITIL 4 Foundation Sample Questions:

                                            Which of the four dimensions contributes is concerned with service integration and management?

                                            • A. Information and technology
                                            • B. Partners and suppliers
                                            • C. Value streams and processes
                                            • D. Organizations and people
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

                                            • A. Start where you are
                                            • B. Collaborate and promote visibility
                                            • C. Keep it simple and practical
                                            • D. Focus on value
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Which is provided by the 'engage' value chain activity?

                                            • A. Ensuring that service components are available when needed
                                            • B. Ensuring that services are operated to meet agreed specifications
                                            • C. Ensuring that stakeholder expectations for quality are met
                                            • D. Ensuring that stakeholder needs are understood by the organization
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            Which is a purpose of release management?

                                            • A. To protect the organization's information
                                            • B. To make new and changed services available for use
                                            • C. To move hardware and software to live environments
                                            • D. To handle user-initiated service requests
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Which of the following is a necessity to a successful service level agreement (SLAs)?

                                            • A. Base the SLA on system-based metrics that are useful to the service provider
                                            • B. The language and terms used in the SLA should be commonly understood by all parties
                                            • C. Vague targets, such as those related to user experience, should be avoided
                                            • D. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

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