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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Optimize and automate - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically - Focus on value |
| Topic 2: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 3: ITIL Practices | 30% | - Technical management practices
|
| Topic 4: Key Concepts of Service Management | 15% | - Service management as a practice - Value, value co-creation, stakeholders - Services, service offerings, service relationships |
| Topic 5: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 6: ITIL Service Value System | 20% | - Continual improvement - Governance - Service value chain
|
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity
A. 3 and 4
B. 1 and 2
C. 2 and 3
D. 1 and 4
Question 2
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A. additional measurements
B. revised processes
C. existing information
D. new methods
Question 3
Which is handled as a service request?
A. An emergency change to implement a security patch
B. A compliment about an IT support team
C. An investigation to identify the cause of an incident
D. The failure of an IT service
Question 4
Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information
B. Creation of a temporary team
C. Fulfilment of service requests
D. Use of shift working patterns
Question 5
Which is CORRECT about change authorization?
A. A change authority is assigned each time a standard change is requested
B. The change authority will ensure changes are authorized after they are deployed
C. Emergency changes are authorized by the technician making the change
D. Assignment of the change authority is based on the change type and model
Solutions:
| Question 1 Answer: D | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: D |
Matt 
Kevin 
Jared 
Gail 
Doreen 
Alan 
Kirk 
Tobias 
James 
Bishop 
Penelope 
Sebastian 
Roxanne 
Kerr 
Spring 
Eugene 
