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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 17% | - Technical management practices
|
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Service Value Chain Activities | 15% | - Engage - Plan - Improve - Deliver and support - Obtain/build - Design and transition |
| Guiding Principles | 18% | - Optimize and automate - Collaborate and promote visibility - Keep it simple and practical - Start where you are - Progress iteratively with feedback - Focus on value - Think and work holistically |
| Four Dimensions of Service Management | 18% | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| ITIL Service Value System | 20% | - Practices - Service value chain - Continual improvement - Guiding principles - Governance |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A) Service level management
B) Service configuration management
C) Relationship management
D) Continual improvement
2. Which Practice includes management of workarounds and known errors?
A) Service configuration management
B) Problem management
C) Incident management
D) Monitoring and event management
3. Which practice coordinates the classification, ownership and communication of service requests and incidents?
A) Problem management
B) Supplier management
C) Relationship management
D) Service desk
4. Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
A) 1 and 4
B) 3 and 4
C) 1 and2
D) 2 and 3
5. What is typically needed to assign complex incidents to support groups?
A) A self-help tool
B) The incident priority
C) The incident category
D) A change schedule
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
