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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| ITIL Service Value System | 20% | - Practices - Service value chain - Continual improvement - Guiding principles - Governance |
| Service Value Chain Activities | 15% | - Obtain/build - Improve - Engage - Design and transition - Plan - Deliver and support |
| Guiding Principles | 18% | - Start where you are - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility - Focus on value - Think and work holistically |
| ITIL Management Practices | 17% | - General management practices
|
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
EXIN ITIL Foundation (V4) Sample Questions:
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
- A. As a change request
- B. As a problem
- C. As an event
- D. As a service request
What term is used to describe the functionality of a service?
- A. Utility
- B. Outcome
- C. Output
- D. Warranty
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
- A. Service request management
- B. Deployment management
- C. Service configuration management
- D. Change enablement
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
- A. Service level management
- B. Incident management
- C. Service request management
- D. Change enablement
Which helps to streamline the fulfilment of service requests?
- A. Creating new workflows for every service request
- B. Separating requests relating to service failures from the degradation of services
- C. Understanding which service requests can be accomplished with limited approvals
- D. Eliminating service requests which have complex workflows
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