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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| 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 |
| 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 |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A) Progress iteratively with feedback
B) Focus on value
C) Keep is simple and practical
D) Start where you are
2. What is a configuration item?
A) Any component that needs to be managed in order to deliver an IT service
B) Any change of state that has significance for the management of a service
C) A problem that has been analyzed but has not been resolved
D) Any financially valuable component that can contribute to delivery of an IT product or service
3. Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A) Monitoring and event management
B) Continual improvement
C) Service level management
D) Service desk
4. Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A) A standard change
B) A normal change
C) An emergency change
D) A change model
5. Which service transition process provides guidance about converting data into information?
A) Service asset and configuration management
B) Service validation and testing
C) Knowledge management
D) Change evaluation
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Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
