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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 20% | - Governance - Guiding principles - Continual improvement - Service value chain - Practices |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
| ITIL Management Practices | 17% | - Service management practices
|
| Service Value Chain Activities | 15% | - Design and transition - Improve - Obtain/build - Plan - Engage - Deliver and support |
| Guiding Principles | 18% | - Think and work holistically - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Start where you are |
| Four Dimensions of Service Management | 18% | - Organizations and people - Value streams and processes - Partners and suppliers - Information and technology |
EXIN ITIL Foundation (V4) Sample Questions:
1. What is defined as any component that needs to be managed in order to deliver an IT service?
A) An incident
B) An IT asset
C) A service request
D) A configuration item (CI)
2. Which term relates to service levels aligned with the needs of service consumers?
A) Warranty
B) Utility
C) Service management
D) Cost
3. Which statement about a service value stream is CORRECT?
A) It provides an operating model for service providers
B) It integrates practices for a specific scenario
C) It is a service value chain activity
D) it uses inputs and outputs prescribed by ITIL
4. Which statement about standard changes is CORRECT?
A) The appropriate change authority should be assigned to each type of change
B) A full assessment should be completed each time the change is implemented
C) The change does not require additional authorization
D) The change can be implemented with less testing if necessary
5. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A) Service desk
B) Continual improvement
C) Change enablement
D) Service level management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
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