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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
| Topic 2: Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 3: Know the purpose and key terms of 15 ITIL practices | - Problem Management - Service Level Management - Information Security Management - Monitoring and Event Management - Change Control - Relationship Management - Service Request Management - Incident Management - Service Configuration Management - Continual Improvement - Supplier Management - Deployment Management - Service Desk - Release Management - IT Asset Management |
| Topic 4: Understand the activities of the service value chain | - Engage - Design & Transition - Deliver & Support - Plan - Obtain/Build - Improve |
| Topic 5: Understand the purpose and components of the ITIL service value system | - Service Value Chain - Practices - Continual Improvement - Governance - Guiding Principles |
| Topic 6: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Think and work holistically - Start where you are - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Keep it simple and practical - Optimize and automate |
EXIN ITIL 4 Foundation Sample Questions:
Which organization delivers outputs or outcomes of a service?
- A. A service consumer delivers outcomes of the service
- B. A service provider delivers outputs of the service
- C. A service consumer delivers outputs of the service
- D. A service provider delivers outcomes of the service
Correct Answer: B 🗳️
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Change enablement
- B. Service level management
- C. Supplier management
- D. Service desk
Correct Answer: D 🗳️
Which describes an unresolved problem which has been already analysed?
- A. A known error
- B. A workaround
- C. A risk
- D. An incident
Correct Answer: A 🗳️
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
- A. Deployment management
- B. Change control
- C. Service configuration management
- D. Release management
Correct Answer: B 🗳️
What can be used to determine if a service is 'fit for purpose'?
- A. Outcome
- B. Utility
- C. Availability
- D. Warranty
Correct Answer: B 🗳️
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