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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Improve - Engage - Design and transition - Deliver and support - Obtain/build - Plan |
| Topic 2: Four Dimensions of Service Management | 18% | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| Topic 3: Guiding Principles | 18% | - Start where you are - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback - Focus on value - Keep it simple and practical - Think and work holistically |
| Topic 4: Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| Topic 5: ITIL Management Practices | 17% | - Service management practices
|
| Topic 6: ITIL Service Value System | 20% | - Guiding principles - Service value chain - Practices - Continual improvement - Governance |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service level management
B. Service request management
C. Service desk
D. Service configuration management
Question 2
Which of the following is the MOST important for effective incident management?
A. Automated pipelines
B. Collaboration tools and techniques
C. A variety of access channels
D. Balanced scorecard review
Question 3
Which is an example of a business related measurement?
A. The number of problems resolved
B. The average resolution time for incidents
C. The average time to response to change requests
D. The number of passengers checked in
Question 4
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
A. configuration of services
B. relationships with suppliers
C. authorization of changes
D. skills of people
Question 5
Which BEST describe the focus of the 'think and work holistically' principle?
A. Eliminating unnecessary steps to deliver valuable outcomes
B. Integrating an organization's activities to deliver value
C. Breaking down large initiative into smaller pieces of work
D. Considering the existing organizational assets before building something new
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: B |
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