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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| Topic 4: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 6: Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 7: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A. Change enablement
B. Service desk
C. Service level management
D. Continual improvement
Question 2
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Change enablement
B. Relationship management
C. Service desk
D. Supplier management
Question 3
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically
Question 4
What is defined as "any component that needs to be managed in order to deliver an IT service"?
A. An IT asset
B. A change
C. An event
D. A configuration item
Question 5
Which dimension includes a workflow management system?
A. Organizations and people
B. Value streams and processes
C. Partners and suppliers
D. Information and technology
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: B |
