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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Deliver and support - Plan - Engage - Obtain/build - Design and transition - Improve |
| Topic 2: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 3: Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| Topic 4: ITIL Management Practices | 17% | - Service management practices
|
| Topic 5: Guiding Principles | 18% | - Collaborate and promote visibility - Start where you are - Focus on value - Think and work holistically - Keep it simple and practical - Progress iteratively with feedback - Optimize and automate |
| Topic 6: ITIL Service Value System | 20% | - Practices - Service value chain - Guiding principles - Continual improvement - Governance |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which practice handles all pre-defined user-initiated service actions?
A) Service level management
B) Service request management
C) Incident management
D) Deployment management
2. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A) Collaborate and promote visibility
B) Keep it simple and practical
C) Think and work holistically
D) Progress iteratively with feedback
3. Which guiding principle recommends standardizing and streamlining manual tasks?
A) Optimize and automate
B) Collaborate and promote visibility
C) Think and work holistically
D) Focus on value
4. What is the purpose of the 'information security management1 practice?
A) To protect the information needed by the organization to conduct its business
B) To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
C) To plan and manage the full lifecycle of all IT assets
D) To observe services and service components
5. Which statement about outcome is CORRECT?
A) Outcomes use activities to produce tangible or intangible deliverables
B) Outcomes help a service consumer to assess the cost of a specific activity
C) Outcomes give service consumers assurance of products or services
D) Outcomes rely on outputs to deliver results for a stakeholder
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
