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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: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 3: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 4: Understand the key concepts of service management | - Describe the key concepts of service relationships - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 5: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which service value chain activity deals with the purchase of new products?
A. Obtain/build
B. Improve
C. Plan
D. Engage
Question 2
Which directly assists with the diagnosis and resolution of simple incidents?
A. Fulfillment of service requests
B. Use of shift working patterns
C. Creation of a temporary team
D. Scripts for collecting user information
Question 3
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
A. Service configuration management
B. Release management
C. Deployment management
D. Change enablement
Question 4
When should a full risk assessment and authorization be carried out for a standard change?
A. At least once a year
B. When the procedure for the standard change is created
C. Each time the standard change is implemented
D. When an emergency change is requested
Question 5
Which describes outcomes?
A. Configuration of an organization's resources
B. Tangible or intangible deliverables
C. Functionality offered by a product or service
D. Results desired by a stakeholder
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: D |
