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EXIN ITILFNDv4 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Technology and Information Management	10%	- Information management principles - Role of technology in service management
Topic 2: ITIL Guiding Principles	15%	- Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Start where you are - Focus on value - Think and work holistically - Collaborate and promote visibility
Topic 3: ITIL Practices	30%	- General management practices 1. Information security management 2. Relationship management 3. Supplier management 4. Continual improvement - Service management practices 1. Incident management 2. Problem management 3. Capacity and performance management 4. Service level management 5. Availability management 6. Service request management 7. Business continuity management 8. Change enablement - Technical management practices 1. Infrastructure and platform management 2. Software development and management 3. Deployment management
Topic 4: Organizational Structure and Roles	10%	- Teams and groups - Key roles and responsibilities
Topic 5: ITIL Service Value System	20%	- Governance - Service value chain 1. Engage 2. Obtain/build 3. Plan 4. Deliver and support 5. Design and transition 6. Improve - Purpose and components - Continual improvement
Topic 6: Key Concepts of Service Management	15%	- Service management as a practice - Services, service offerings, service relationships - Value, value co-creation, stakeholders

EXIN ITIL 4 Foundation Sample Questions:

Question 1

What is the MOST important reason for prioritizing incidents?

A. To ensure that incidents with highest impact are resolved first
B. To ensure that user expectations are realistic
C. To provide links to related changes and known errors
D. To help information-sharing and learning

Question 2

What must always be done before an activity is automated?

A. Ensure that DevOps has been successfully implemented
B. Check that suitable new technology has been purchased
C. Check that the activity has already been optimized
D. Ensure the solution removes the need for human intervention

Question 3

Which statement about outputs is CORRECT?

A. They describe how the service performs
B. They contribute to the achievement of outcomes
C. They capture customer demand for services
D. They consist of several outcomes

Question 4

Which competencies are required by the 'service level management' practice?

A. Problem investigation and resolution
B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment

Question 5

What is defined as 'the role that uses services'?

A. User
B. Sponsor
C. Service consumer
D. Customer

Solutions:

Question 1
Answer: A

Question 2
Answer: C

Question 3
Answer: B

Question 4
Answer: C

Question 5
Answer: A