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EXIN ITILFND_V4 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% | - Start where you are - Focus on value - Collaborate and promote visibility - Keep it simple and practical - Optimize and automate - Think and work holistically - Progress iteratively with feedback |
| Topic 3: ITIL Practices | 30% | - Technical management practices
|
| Topic 4: ITIL Service Value System | 20% | - Purpose and components - Continual improvement - Governance - Service value chain
|
| Topic 5: Organizational Structure and Roles | 10% | - Teams and groups - Key roles and responsibilities |
| Topic 6: Key Concepts of Service Management | 15% | - Service management as a practice - Value, value co-creation, stakeholders - Services, service offerings, service relationships |
EXIN ITIL 4 Foundation Sample Questions:
What is MOST LIKELY to be handled as a service request?
- A. The implementation of a workaround
- B. Providing a virtual server for a development team
- C. Managing an interruption to a service
- D. An emergency change to apply a security patch
Correct Answer: B 🗳️
Which practice recommends the use of event-based surveys to gather feedback from customers?
- A. Service request management
- B. Change enablement
- C. Problem management
- D. Service level management
Correct Answer: D 🗳️
What should be done for every problem?
- A. It should be prioritized based on its potential impact and probability
- B. It should be resolved so that it can be closed
- C. It should be diagnosed to identify possible solutions
- D. It should have a workaround to reduce the impact
Correct Answer: A 🗳️
What must always be done before an activity is automated?
- A. Ensure the solution removes the need for human intervention
- B. Ensure that DevOps has been successfully implemented
- C. Check that suitable new technology has been purchased
- D. Check that the activity has already been optimized
Correct Answer: D 🗳️
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Correct Answer: A 🗳️
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