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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| Topic 2: Service Value Chain Activities | 15% | - Engage - Improve - Design and transition - Obtain/build - Plan - Deliver and support |
| Topic 3: ITIL Service Value System | 20% | - Governance - Guiding principles - Practices - Continual improvement - Service value chain |
| Topic 4: Guiding Principles | 18% | - Optimize and automate - Progress iteratively with feedback - Focus on value - Think and work holistically - Start where you are - Keep it simple and practical - Collaborate and promote visibility |
| Topic 5: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 6: 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:
A service offering may include, access to resources, and service actions, which is an example of a service action?
- A. A license allows a user to install a software product
- B. A password allows a user connect to a Wifi network
- C. A service desk agent provides support to user.
- D. A mobile phone enables a user to work remotely
Correct Answer: C 🗳️
How should the workflow for a new service request be designed?
- A. Leverage existing workflows whenever possible
- B. Use different workflows for each type of service request
- C. Use a single workflow for all types of service request
- D. Avoid workflows for simple service requests
Correct Answer: A 🗳️
When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
- A. Business objectives
- B. Assessment results
- C. Measureable Targets
- D. Improvement plans
Correct Answer: B 🗳️
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What is the purpose of problem management?
- A. Determines how the service provider is perceived
- B. Ensures services are restored as soon as possible
- C. Helps direct the incident to the correct support area
- D. Reduces the likelihood and impact of incidents
Correct Answer: D 🗳️
Which is included in the purpose of the 'deliver and support' value chain activity?
- A. Meeting stakeholder expectations for time to market
- B. Understanding the organization's service vision
- C. Understanding stakeholder needs
- D. Providing services to agreed specifications
Correct Answer: A 🗳️
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