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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Topic 2: ITIL Management Practices | 17% | - General management practices
|
| Topic 3: Service Value Chain Activities | 15% | - Obtain/build - Design and transition - Engage - Improve - Plan - Deliver and support |
| Topic 4: ITIL Service Value System | 20% | - Governance - Practices - Continual improvement - Guiding principles - Service value chain |
| Topic 5: Guiding Principles | 18% | - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Focus on value - Optimize and automate |
| Topic 6: Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which guiding principle helps to ensure that better information is available for decision making?
A. Collaborate and promote visibility
B. Optimize and automate
C. Think and work holistically
D. Keep it simple and practical
Question 2
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
A. Problem control
B. Problem identification
C. Problem analysis
D. Error control
Question 3
What is a change schedule used for?
A. To help manage normal changes
B. To help plan emergency changes
C. To help assign a change authority
D. To help authorize standard changes
Question 4
How are target resolution times used in the 'incident management' practice?
A. They are established, reviewed, and reported to ensure that customers are happy with the service
B. They are initiated, approved, and managed to ensure that predictable responses are achieved
C. They are agreed, documented, and communicated to help set user expectations
D. They are scheduled, assessed and authorized to reduce the risk of service failures
Question 5
Which is an example of a service request?
A. A request for normal operation to be restored
B. A request to implement a security patch
C. A request to investigate the cause of an incident
D. A request for access to a file
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: C | Question 5 Answer: D |
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