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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Optimize and automate - Start where you are - Collaborate and promote visibility - Think and work holistically - Keep it simple and practical - Focus on value |
| Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
| ITIL Service Value System | 20% | - Governance - Continual improvement - Purpose and components - Service value chain
|
| Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Service management as a practice - Services, service offerings, service relationships |
| ITIL Practices | 30% | - Service management practices
|
EXIN ITIL 4 Foundation Sample Questions:
1. What is a configuration item?
A) A problem that has been analyzed but has not been resolved
B) Any change of state that has significance for the management of a service
C) Any component that needs to be managed in order to deliver an IT service
D) Any financially valuable component that can contribute to the delivery of an IT product or service
2. Which practice has a strong influence on the user experience and perception of the service provider?
A) Change enablement
B) Service desk
C) Supplier management
D) Service level management
3. Which will help solve incidents more quickly?
A) Escalating all incidents to support teams
B) Collaboration between teams
C) Target resolution times
D) Detailed procedural steps for incident investigation
4. Which statement about the 'continual improvement model' is CORRECT?
A) Organizations should use an additional model or method to link improvements to customer value
B) The flow of the model helps organizations to link improvements to its goals
C) The model is applicable to only certain parts of the service value system
D) Organizations should work through the steps of the model in the sequence in which they are presented
5. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A) Start where you are
B) Collaborate and promote visibility
C) Progress iteratively with feedback
D) Think and work holistically
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |
