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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Purpose and components - Continual improvement - Service value chain
|
| Topic 2: Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Services, service offerings, service relationships - Service management as a practice |
| Topic 3: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
| Topic 4: ITIL Guiding Principles | 15% | - Progress iteratively with feedback - Optimize and automate - Focus on value - Keep it simple and practical - Start where you are - Think and work holistically - Collaborate and promote visibility |
| Topic 5: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 6: ITIL Practices | 30% | - Service management practices
|
EXIN ITIL 4 Foundation Sample Questions:
Question 1
Which of the following is the MOST important for effective incident management?
A. Automated pipelines
B. A variety of access channels
C. Balanced scorecard review
D. Collaboration tools and techniques
Question 2
Which statement about the inputs and outputs of the value chain activities is CORRECT?
A. The organization's governance will determine the inputs and outputs of each value chain activity
B. Inputs and outputs are fixed for each value chain activity
C. Some value chain activities only have inputs, whereas others only have outputs
D. Each value chain activity receives inputs and provides outputs
Question 3
What is included in the purpose of the 'relationship management' practice?
A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
B. Setting clear business-based targets so that the delivery of a service can be properly assessed
C. Creating collaborative relationships with key suppliers to uncover and realize new value
D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Question 4
What is the MOST important reason for prioritizing incidents?
A. To provide links to related changes and known errors
B. To ensure that user expectations are realistic
C. To ensure that incidents with highest impact are resolved first
D. To help information-sharing and learning
Question 5
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average resolution time for incidents
C. The average time to respond to change requests
D. The number of problems resolved
Solutions:
| Question 1 Answer: D | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: C | Question 5 Answer: A |
