Pass your actual test with our EXIN ITILFNDv4 training material at first attempt
Last Updated: Aug 22, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15% | - Optimize and automate - Think and work holistically - Focus on value - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback - Keep it simple and practical |
| Topic 2: Key Concepts of Service Management | 20% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders |
| Topic 3: ITIL Service Value System | 25% | - Purpose and components of the Service Value System - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance - Continual Improvement |
| Topic 4: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. |
| Topic 5: Key Concepts of ITIL 4 | 15% | - Organizations, people and culture - Partners and suppliers - Information and technology - Value streams and processes |
1. Which is an activity in the 'problem control' phase of problem management?
A) Reviewing incident records to identify trends
B) Re-assessing a known error to manage the ongoing impact
C) Implementing a technical fix to resolve an issue
D) Documenting the steps in a workaround
2. Which process works with incident management to ensure that security breaches are detected and logged?
A) Access management
B) Change management
C) Service level management
D) Continual service improvement
3. When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?
A) Measurable targets
B) Assessment results
C) Business objectives
D) Improvement plans
4. In which case would a problem be logged as part of the problem identification?
A) When the cause is identified but not resolved
B) When a user reports an unplanned service interruption
C) After a workaround is identified and documented
D) After receiving of error information from a supplier
5. What describes the steps needed to create and deliver a specific service to a consumer?
A) Practices
B) Service management
C) Service level management
D) A value stream
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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