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Exam Number : ITILFND-V4
Exam Name : ITIL 4 Foundation
Vendor Name : EXIN
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ITILFND-V4 test Format | ITILFND-V4 Course Contents | ITILFND-V4 Course Outline | ITILFND-V4 test Syllabus | ITILFND-V4 test Objectives


The ITIL 4 Foundation qualification is intended to introduce candidates to the management of modern IT-enabled
services, to provide them with an understanding of the common language and key concepts, and to show them
how they can Boost their work and the work of their organization with ITIL 4 guidance. Furthermore, the
qualification will provide the candidate with an understanding of the ITIL 4 service management framework and
how it has evolved to adopt modern technologies and ways of working.

The ITIL 4 Foundation examination is intended to assess whether the candidate can demonstrate sufficient recall
and understanding of the ITIL 4 service management framework, as described in the syllabus below, to be
awarded the ITIL 4 Foundation qualification. The ITIL 4 Foundation qualification is a prerequisite for the ITIL 4
higher level qualifications, which assess the candidates ability to apply their understanding of the relevant parts
of the ITIL framework in context.



Material allowed None This is a ‘closed book exam. The ITIL Foundation publication, ITIL 4
edition, should be used for study, but is NOT permitted to be used in the exam.

Exam duration : 60 minutes Candidates taking the test in a language that is not their native or working language may be awarded 25% extra time, i.e. 75 minutes in total.

Number of marks : 40 marks There are 40 questions, each worth 1 mark. There is no negative marking.

Provisional Pass mark : 26 marks You will need to get 26 questions correct (65%) to pass the exam.

Level of thinking Blooms levels 1 & 2 “Blooms level” describes the type of thinking needed to answer the
question. For Blooms level 1 questions, you need to recall information about the ITIL 4 service management framework. For Blooms 2 questions, you need to show understanding of these concepts.

Question types Classic, Negative, Missing word, & List

The questions are all ‘multiple choice.

For the ‘standard questions, you have a question and four answer options.

‘Negative questions are ‘standard question in which the stem is negatively worded.
For the ‘missing word questions, there is a sentence with a word missing and you have to select the missing word from four options.

For the ‘list questions, there is a list of four statements and you have to select two correct statements from the list.



The table below gives a summary of the concepts that are tested in the exam, and the main parts of the
manual in which these are described. The book references refer to the section stated, but not the
subsections within that section, unless stated. The verb for each test criterion indicates the Blooms
level (BL): ‘Recall/‘Define indicates Level 1 basic recall and recognition, ‘Describe/‘Explain, indicates
Level 2 understanding/comprehension.



1.1 Recall the definition of:

a) Service

b) Utility

c) Warranty

d) Customer

e) User

f) Service management

g) Sponsor

1.2 Describe the key concepts of creating value with services:

a) Cost

b) Value

c) Organization

d) Outcome

e) Output

f) Risk

g) Utility

h) Warranty

1.3 Describe the key concepts of service relationships:

a) Service offering

b) Service relationship management

c) Service provision

d) Service consumption

2.1 Describe the nature, use and interaction of the guiding principles

2.2 Explain the use of the guiding principles (4.3):

a) Focus on value (4.3.1 – 4.3.1.4)

b) Start where you are (4.3.2 – 4.3.2.3)

c) Progress iteratively with feedback (4.3.3 – 4.3.3.3)

d) Collaborate and promote visibility (4.3.4 – 4.3.4.4)

e) Think and work holistically (4.3.5 – 4.3.5.1)

f) Keep it simple and practical (4.3.6 – 4.3.6.3)

g) Optimize and automate (4.3.7 – 4.3.7.3)

3.1 Describe the four dimensions of service management (3):

a) Organizations and people (3.1)

b) Information and technology (3.2)

c) Partners and suppliers (3.3)

d) Value streams and processes (3.4-3.4.2)

4.1 Describe the ITIL service value system (4.1)

5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)

5.2 Describe the purpose of each value chain activity:

a) Plan

b) Improve

c) Engage

d) Design & transition

e) Obtain/build

f) Deliver & support

6.1 Recall the purpose of the following ITIL practices:

a) Information security management (5.1.3)

b) Relationship management (5.1.9)

c) provider management (5.1.13)

d) IT asset management (5.2.6)

e) Monitoring and event management (5.2.7)

f) Release management (5.2.9)

g) Service configuration management (5.2.11)

h) Deployment management (5.3.1)

i) Continual improvement (5.1.2)

j) Change enablement (5.2.4)

k) Incident management (5.2.5)

l) Problem management (5.2.8)

m) Service request management (5.2.16)

n) Service desk (5.2.14)

o) Service level management (5.2.15)

6.2 Recall definitions of the following ITIL terms:

a) IT asset

b) Event

c) Configuration item

d) Change

e) Incident

f) Problem

g) Known error

7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:

a) Continual improvement (5.1.2) including:

- The continual improvement model (4.6, fig 4.3)

b) Change enablement (5.2.4)

c) Incident management (5.2.5)

d) Problem management (5.2.8)

e) Service request management (5.2.16)

f) Service desk (5.2.14)

g) Service level management (5.2.15 – 5.2.15.1)



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Spanish 5A path define

course define

Spanish 5A, Intermediate Oral skillability, three instruments

Dr. Jorge A. SantanaOffice: Mariposa corridor, Room 2041Phone: 278-6408/278-6333

prerequisites: 1 yr college degree Spanish (2 or greater years of excessive college Spanish) or by means of permission of teacher. This might be checked!

Catalog Description: at the intermediate-mid level in listening comprehension and speaking, students should be able to tackle conventional questions requiring concrete suggestions, corresponding to personal heritage, hobbies and wishes, family unit, work, shuttle and limited social conventions; can describe in basic terms visible instances; additionally to take part in brief face-to-face and cellphone conversations and bear in mind basic bulletins and reports over the media. notice: meets the international Language talent commencement Requirement.

Required text: Schaum’s communicating in Spanish (Intermediate degree)Conrad J. Schmitt and Protase E. Woodford (McGraw Hill, 1991)

elevated Description: The intention of this direction is to deliver students with the possibility to advance and put into observe the language and vocabulary vital to live on in daily life situations wherein Spanish need to be used. Our text includes many practical situations and vocabulary commonly not found in fundamental texts. The goal of the path is to assist college students overcome the frustration of being perplexed in a given circumstance the place they ought to speak in Spanish. certain facets of Spanish grammar and usage will be highlighted and practiced as essential with the intention to further enhance verbal exchange competencies at the intermediate degree.

formulation of comparison:1) four Vocab Quizzes on 1st 4 chapters--------------------25pts. X four = one hundred pts.2) 3 Vocabulary checks (Approx. 4 Chapters per exam)----33pts. X 3.33 = one hundred pts.3) 2 neighborhood actions (Skits) #2 can also be particular person------------50pts. X 2 = one hundred pts.four) 1 particular person Oral final Presentation-----------------------100pts. X 1 = 100 pts.5) Attendance---------------------------------------------- 100pts = one hundred pts

total elements: -------------------------------------------------500pts

There may be one vocabulary quiz per chapter, via chapter four. each vocabulary examination will cover the basic content of each 4 chapters. both quizzes and checks would require students to supply both the Spanish or the English equal of the lesson words and expressions, as indicated. whereas the vocabulary quiz could be made up of a mere listing of phrases and expressions, the vocabulary test material will seem in significant contexts, both sentences or paragraphs.

In both the community and particular person oral displays each and every particular person pupil’s oral conversation ability might be evaluated. A passing grade (C-) on an oral is described as communicating in Spanish and being moderately understood, although the pupil may additionally have terrible pronunciation and a minimal working expertise of the appropriate grammar and vocabulary. college students are inspired to come back prepared in increase of their oral displays and might use 3X5 observe cards, graphics, and many others. students should see the tutors for his or her presentation.

Attendance: ordinary type attendance is required of all students who want to excel during this course. each and every pupil begins with a hundred pts. and 3 pts. should be deducted per classification neglected. if you don't seem to be in type you aren't practicing your Spanish. There can be NO make-up exams or oral presentations. Please don't call to let me understand that you are not attending class. I might be taking roll.


 

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