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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 15% | - Service management as a practice - Value, value co-creation, stakeholders - Services, service offerings, service relationships |
| Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
| ITIL Practices | 30% | - Service management practices
|
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Optimize and automate - Think and work holistically - Focus on value - Keep it simple and practical |
| Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
| ITIL Service Value System | 20% | - Continual improvement - Service value chain
- Governance |
EXIN ITIL 4 Foundation Sample Questions:
1. Which practice guarantees that users have a range of access channels to choose from to report problems?
A) Change enablement
B) Incident management
C) Service level management
D) Service desk
2. Which is the FIRST action when optimizing a service?
A) Understand the organizational context
B) Assess the current state
C) Agree the future state
D) Implement the improvements
3. Which practice is responsible for moving new or changed components to live or other environments?
A) Supplier management
B) Deployment management
C) Release management
D) Change enablement
4. Which statement about outcomes is CORRECT?
A) An outcome depends on at least one output to deliver a result
B) Outcomes enable products to be delivered to a stakeholder
C) An outcome defines the amount of money spent on technology for a service
D) Outcomes provide assurance to stakeholders on how a service performs
5. Which guiding principle focuses on reducing costs and human errors?
A) Think and work holistically
B) Focus on value
C) Optimize and automate
D) Collaborate and promote visibility
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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