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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| ITIL Service Value System | 20% | - Continual improvement - Governance - Service value chain - Practices - Guiding principles |
| ITIL Management Practices | 17% | - Service management practices
|
| Guiding Principles | 18% | - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Focus on value - Optimize and automate - Think and work holistically |
| Service Value Chain Activities | 15% | - Obtain/build - Plan - Improve - Engage - Design and transition - Deliver and support |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
EXIN ITIL Foundation (V4) Sample Questions:
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. A change schedule
- C. The incident category
- D. A self-help tool
Correct Answer: C 🗳️
Which describes the 'plan' value chain activity?
- A. It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
- B. It ensures that service components are available when and where they are needed, and meet agreed specifications
- C. It ensures continual improvement of products, services, and practices across all value chain activities
- D. It ensures a shared understanding of the current status and vision for all products and services across the organization
Correct Answer: D 🗳️
What term is used to describe the functionality of a service?
- A. Output
- B. Warranty
- C. Utility
- D. Outcome
Correct Answer: A 🗳️
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
- A. Understanding the customer's perception of value
- B. Standardization of practices and services
- C. The ability to discover and respond to failure earlier
- D. Understanding the current state and identifying what can be reused
Correct Answer: C 🗳️
What is the definition of "service management"?
- A. Join activities performed by a service provider and a service consumer to ensure continual value co- creation
- B. A result for a stakeholder enabled by one or more outputs
- C. A formal description of one or more services, designed to address the needs of a target consumer group
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Correct Answer: D 🗳️
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