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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Practices | 30% | - Service management practices
|
| Topic 2: Technology and Information Management | 10% | - Role of technology in service management - Information management principles |
| Topic 3: Key Concepts of Service Management | 15% | - Value, value co-creation, stakeholders - Services, service offerings, service relationships - Service management as a practice |
| Topic 4: ITIL Guiding Principles | 15% | - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate - Start where you are |
| Topic 5: Organizational Structure and Roles | 10% | - Key roles and responsibilities - Teams and groups |
| Topic 6: ITIL Service Value System | 20% | - Continual improvement - Purpose and components - Governance - Service value chain
|
EXIN ITIL 4 Foundation Sample Questions:
What is defined as an unplanned interruption or reduction in the quality of a service?
- A. A problem
- B. An event
- C. An incident
- D. A change
Correct Answer: C 🗳️
An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?
- A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
- B. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
- C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
- D. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
Correct Answer: C 🗳️
What is the MOST important reason for prioritizing incidents?
- A. To help information-sharing and learning
- B. To provide links to related changes and known errors
- C. To ensure that incidents with highest impact are resolved first
- D. To ensure that user expectations are realistic
Correct Answer: C 🗳️
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Problem management
- B. Service request management
- C. Change enablement
- D. Incident management
Correct Answer: D 🗳️
Which costs are included in the value proposition of a service?
- A. The benefits, usefulness, and importance of the service that are perceived by the service consumer
- B. Additional expense that the service consumer has because they are using the service
- C. Money that the service consumer no longer needs to spend because they are using the service
- D. Tangible or intangible results for the service consumer because they are using the service
Correct Answer: C 🗳️
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