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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:
Question #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
Question #2
What term is used to describe the functionality of a service?
A. Utility
B. Output
C. Outcome
D. Warranty
Question #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
Question #4
Which practice makes use of methods from Lean. Agile and DevOps?
A. Service desk
B. Continual improvement
C. Incident management
D. Problem management
Question #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 Correct Answer: B | Question #2 Correct Answer: B | Question #3 Correct Answer: B | Question #4 Correct Answer: B | Question #5 Correct Answer: D |
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