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Last Updated: Sep 18, 2026
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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain | - Plan - Design & Transition - Engage - Obtain/Build - Improve - Deliver & Support |
| Topic 2: Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 3: Understand the purpose and components of the ITIL service value system | - Service Value Chain - Practices - Governance - Guiding Principles - Continual Improvement |
| Topic 4: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Focus on value - Progress iteratively with feedback - Think and work holistically - Optimize and automate - Collaborate and promote visibility - Keep it simple and practical - Start where you are |
| Topic 5: Understand the four dimensions of service management | - Organizations and People - Partners and Suppliers - Information and Technology - Value Streams and Processes |
| Topic 6: Know the purpose and key terms of 15 ITIL practices | - Supplier Management - IT Asset Management - Monitoring and Event Management - Change Control - Service Request Management - Incident Management - Information Security Management - Problem Management - Service Desk - Continual Improvement - Deployment Management - Release Management - Service Configuration Management - Relationship Management - Service Level Management |
EXIN ITIL 4 Foundation Sample Questions:
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Problem management
- B. Service level management
- C. Service request management
- D. Change enablement
Correct Answer: B 🗳️
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Continual improvement
- B. Relationship management
- C. Service level management
- D. Service desk
Correct Answer: D 🗳️
Which statement about problems is CORRECT?
- A. Problem prioritization involves risk assessment
- B. Problems are not related to incidents
- C. Problems must be resolved quickly in order to restore normal business activity
- D. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
Correct Answer: A 🗳️
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Service level management
- B. Continual service improvement
- C. Change management
- D. Access management
Correct Answer: D 🗳️
Why should a service level manager carry out regular service reviews?
- A. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
- B. To capture information about service issues and performance against agreed goals
- C. To ensure that agreements are written simply and are easy to understand
- D. To collect information about service consumer goals and objectives
Correct Answer: B 🗳️
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