ITILFND04: Key Principles and Models – the learners are required to understand the major models and principles of service management and be able to balance opposing forces in it. They should know about the following:
- • Service strategy;• Service design;• Continuous service improvement.
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EXIN ITILFND Exam Syllabus Topics:
| Section | Weight | Objectives |
| The Four Dimensions of Service Management | 8% | - Four Dimensions
- 1. Information and Technology
- 2. Partners and Suppliers
- 3. Value Streams and Processes
- 4. Organizations and People
|
| ITIL Guiding Principles | 15% | - Guiding Principles
- 1. Collaborate and Promote Visibility
- 2. Keep It Simple and Practical
- 3. Optimize and Automate
- 4. Progress Iteratively with Feedback
- 5. Focus on Value
- 6. Think and Work Holistically
- 7. Start Where You Are
|
| The Service Value Chain | 10% | - Service Value Chain Activities
- 1. Deliver and Support
- 2. Plan
- 3. Obtain/Build
- 4. Improve
- 5. Design and Transition
- 6. Engage
|
| Key Concepts of Service Management | 22% | - Service Management Concepts
- 1. Service Relationships
- 2. Outcomes, Costs and Risks
- 3. Value and Value Co-Creation
- 4. Products and Services
- 5. Organizations, Service Providers, Service Consumers and Stakeholders
|
| ITIL Practices | 29% | - Key Practices
- 1. Change Enablement
- 2. Information Security Management
- 3. Release Management
- 4. IT Asset Management
- 5. Monitoring and Event Management
- 6. Relationship Management
- 7. Continual Improvement
- 8. Service Configuration Management
- 9. Deployment Management
- 10. Supplier Management
- 11. Service Level Management
- 12. Problem Management
- 13. Incident Management
- 14. Service Desk
|
| The ITIL Service Value System | 16% | - Service Value System Components
- 1. Guiding Principles
- 2. Service Value Chain
- 3. Continual Improvement
- 4. Governance
- 5. Practices
|