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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Know the purpose and key terms of 15 ITIL practices | - Change Control - Problem Management - Service Request Management - Relationship Management - Service Configuration Management - Supplier Management - Continual Improvement - Monitoring and Event Management - Information Security Management - Service Desk - Release Management - Deployment Management - Incident Management - Service Level Management - IT Asset Management |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of service, utility, warranty, customer, user, service management, sponsor |
| Understand the activities of the service value chain | - Improve - Deliver & Support - Engage - Design & Transition - Obtain/Build - Plan |
| Understand the purpose and components of the ITIL service value system | - Service Value Chain - Practices - Governance - Continual Improvement - Guiding Principles |
| Understand the four dimensions of service management | - Value Streams and Processes - Information and Technology - Organizations and People - Partners and Suppliers |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Start where you are - Optimize and automate - Focus on value - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical |
EXIN ITIL 4 Foundation Sample Questions:
1. Which statement about the purpose of the Monitoring and event management practice is TRUE?
A) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
B) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C) Systematically observe services and service components, and record and report selected changes of state identified as events
D) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
2. Which is the FIRST thing to consider when focusing on value?
A) Understanding what is valuable to the service consumer
B) Identifying the service consumer who will receive value
C) Ensuring value is co-created by improvement initiatives
D) Defining customer experience and user experience
3. What is included in the purpose of the 'release management' practice?
A) Moving new software to live environments
B) Ensuring information about services is available
C) Authorizing changes to proceed
D) Making new features available for use
4. Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
A) 1 and 2
B) 2 and 3
C) 3 and 4
D) 1 and 4
5. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
A) managed
B) rewarded
C) defined
D) measured
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
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