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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Continual improvement - Practices - Service value chain - Governance - Guiding principles |
| Topic 2: Service Value Chain Activities | 15% | - Improve - Engage - Obtain/build - Plan - Design and transition - Deliver and support |
| Topic 3: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 4: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Topic 5: Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Topic 6: Guiding Principles | 18% | - Think and work holistically - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback - Optimize and automate |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which function is responsible for the management of a data centre?
A) Application management
B) Service desk
C) Facilities management
D) Technical management
2. Which statement about change authorities is CORRECT?
A) Change authorities are only required for authorizing normal changes
B) Change authorities are assigned for each type of change and change model
C) Change authorities are only required for authorizing emergency changes
D) Change authorities are assigned when each change is deployed
3. Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
A) Problem
B) Change
C) Event
D) Known error
4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A) Incident management
B) Service level management
C) Change management
D) Service request management
5. Which practice is the responsibility of everyone in the organization?
A) Service level management
B) Change control
C) Problem management
D) Continual improvement
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
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