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Last Updated: Jul 25, 2026
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EXIN ITILFND_V4 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| Topic 2: Key Concepts of Service Management | - Products and services relationship - Organizations, service providers, service consumers - Value and value co-creation |
| Topic 3: ITIL Practices Overview | - Service management practices (e.g., incident management, service desk, change enablement) - Technical management practices (e.g., deployment management, infrastructure and platform management) - General management practices (e.g., continual improvement, risk management) |
| Topic 4: ITIL Service Value System (SVS) | - Governance - Service value chain - Opportunity, demand, and value - Continual improvement - Guiding principles |
EXIN ITIL 4 Foundation Sample Questions:
1. Which is the MOST LIKELY way of resolving major incidents?
A) A support team following detailed procedures for investigating the incident
B) A temporary team working together to identify a resolution
C) Users establishing a resolution using self-help
D) The service desk identifying the cause and a resolution
2. When is the earliest that a workaround can be documented in 'problem management'?
A) After the problem has been analyzed
B) After the problem has been logged
C) After the problem has been prioritized
D) After the problem has been resolved
3. Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
[?].
A) known errors
B) changes
C) IT assets
D) events
4. Which statement about outcomes is CORRECT?
A) An outcome depends on at least one output to deliver a result
B) Outcomes provide assurance to stakeholders on how a service performs
C) Outcomes enable products to be delivered to a stakeholder
D) An outcome defines the amount of money spent on technology for a service
5. Which of the following statements about 'outcomes' is TRUE?
A) The level of expenses regarding a technology for a service is defined by an outcome
B) Outcomes provide assurance to stakeholders regarding the performance of a service
C) An outcome depends on at least one output to deliver a result
D) The delivery of products to a stakeholder is enabled by outcomes
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
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