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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: Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| Topic 3: 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 4: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 5: ITIL Service Value System | 20% | - Practices - Service value chain - Guiding principles - Continual improvement - Governance |
| Topic 6: ITIL Management Practices | 17% | - Service management practices
|
EXIN ITIL Foundation (V4) Sample Questions:
Which practice handles all pre-defined user-initiated service actions?
- A. Service level management
- B. Service request management
- C. Incident management
- D. Deployment management
Correct Answer: B 🗳️
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
Correct Answer: B 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: D 🗳️
