How to Pass the Exin ITILFND Exam: Comprehensive ITIL – Foundation (v4) Guide and Tips

Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

A service request

An IT asset

A configuration item (CI)

An incident

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented