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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 2: Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 4: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 5: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 6: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 7: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
EXIN ITIL Foundation (V4) Sample Questions:
1. What type of change is MOST likely to be managed as a service request?
A) An organizational change
B) A normal change
C) A standard change
D) An emergency change
2. What term is used to describe the functionality of a service?
A) Utility
B) Output
C) Outcome
D) Warranty
3. Which service level metrics are BEST for measuring user experience?
A) Single system-based metrics
B) Metrics linked to defined outcomes
C) Operational metrics
D) Metrics for the percentage of uptime of a service
4. Which practice makes use of methods from Lean. Agile and DevOps?
A) Service desk
B) Continual improvement
C) Incident management
D) Problem management
5. What is the definition of warranty?
A) A means of identifying a result for a stakeholder
B) A means of determining whether a service is fit for purpose
C) A means of identifying events that could cause harm or loss
D) A means of determining whether a service is fit for use
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
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