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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 15% | - Service management as a practice - Services, service offerings, service relationships - Value, value co-creation, stakeholders |
| Topic 2: ITIL Service Value System | 20% | - Governance - Service value chain
- Purpose and components |
| Topic 3: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 4: ITIL Practices | 30% | - General management practices
|
| Topic 5: ITIL Guiding Principles | 15% | - Keep it simple and practical - Optimize and automate - Think and work holistically - Focus on value - Start where you are - Collaborate and promote visibility - Progress iteratively with feedback |
| Topic 6: Technology and Information Management | 10% | - Information management principles - Role of technology in service management |
EXIN ITIL 4 Foundation Sample Questions:
Question 1
What is MOST LIKELY to be handled as a service request?
A. Managing an interruption to a service
B. An emergency change to apply a security patch
C. Providing a virtual server for a development team
D. The implementation of a workaround
Question 2
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Information and technology
B. Partners and suppliers
C. Value streams and processes
D. Organizations and people
Question 3
Which describes an unresolved problem which has been already analysed?
A. A workaround
B. An incident
C. A risk
D. A known error
Question 4
Which of these activities is carried out as part of 'problem management'?
A. Escalating incidents to a support team for resolution
B. Trend analysis of incident records
C. Creating incident records
D. Diagnosing and resolving incidents
Question 5
Which statement about value streams is CORRECT?
A. Each value stream must include all six value chain activities
B. Each value stream must be designed for a specific scenario
C. Each value stream must include suppliers or partners
D. Each value stream must include all 34 ITIL practices
Solutions:
| Question 1 Answer: C | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: B |
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