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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 30% | - General management practices
|
| Topic 2: ITIL Guiding Principles | 15% | - 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 Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 4: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 5: ITIL Service Value System | 20% | - Continual improvement - Service value chain
- Purpose and components |
| Topic 6: Key Concepts of Service Management | 15% | - 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
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
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
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
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
Correct Answer: B 🗳️
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