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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain | - Plan - Obtain/Build - Design & Transition - Improve - Deliver & Support - Engage |
| Topic 2: Know the purpose and key terms of 15 ITIL practices | - Relationship Management - Change Control - Release Management - Incident Management - Continual Improvement - Service Desk - Problem Management - Information Security Management - Monitoring and Event Management - Service Configuration Management - Deployment Management - Service Request Management - IT Asset Management - Service Level Management - Supplier Management |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Progress iteratively with feedback - Start where you are - Think and work holistically - Keep it simple and practical - Collaborate and promote visibility - Focus on value |
| Topic 4: 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 |
| Topic 5: Understand the purpose and components of the ITIL service value system | - Continual Improvement - Guiding Principles - Practices - Governance - Service Value Chain |
| Topic 6: Understand the four dimensions of service management | - Partners and Suppliers - Organizations and People - Information and Technology - Value Streams and Processes |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A) Service level management
B) Problem management
C) Service request management
D) Change enablement
2. Which value chain activity ensures that service components meet agreed specifications?
A) Deliver and support
B) Obtain/build
C) Design and transition
D) Plan
3. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
A) Problem management
B) Continual improvement
C) Service desk
D) Incident management
4. Which is NOT a component of the service value system?
A) Governance
B) Continual improvement
C) The service value chain
D) Opportunity and demand
5. What actions does a service desk take for all issues, queries and requests that are reported to them?
A) Initiate, approve, fulfil
B) Diagnose, investigate, resolve
C) Acknowledge, classify, own
D) Schedule, assess, authorize
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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