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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
| Topic 2: ITIL Service Value System | 20% | - Purpose and components - Governance - Continual improvement - Service value chain
|
| Topic 3: ITIL Practices | 30% | - Service management practices
|
| Topic 4: ITIL Guiding Principles | 15% | - Focus on value - Keep it simple and practical - Think and work holistically - Start where you are - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate |
| Topic 5: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 6: Key Concepts of Service Management | 15% | - Service management as a practice - Value, value co-creation, stakeholders - Services, service offerings, service relationships |
EXIN ITIL 4 Foundation Sample Questions:
Question #1
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. Think and work holistically
B. Focus on value
C. Start where you are
D. Optimize and automate
Question #2
Which practice guarantees that users have a range of access channels to choose from to report problems?
A. Incident management
B. Service level management
C. Change enablement
D. Service desk
Question #3
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A. Problem management
B. Incident management
C. Service level management
D. Service request management
Question #4
Which practice balances management of risk with maximizing throughput?
A. Problem management
B. Incident management
C. Change enablement
D. Continual improvement
Question #5
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Value streams and processes
B. Organizations and people
C. Partners and suppliers
D. Information and technology
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: D | Question #3 Correct Answer: D | Question #4 Correct Answer: C | Question #5 Correct Answer: A |
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