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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 2: 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 3: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 4: 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 5: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 6: 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 7: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services - Describe the key concepts of service relationships |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which is the FIRST thing to consider when focusing on value?
A. Defining customer experience and user experience
B. Identifying the service customer who will receive value
C. Ensuring value is co-created by improvement initiatives.
D. Understanding what is valuable to the service consumer
Question 2
What type of change is MOST likely to be managed by the 'service request management' practice?
A. A normal change
B. A standard change
C. An application change
D. An emergency change
Question 3
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Problem management
B. Service request management
C. Service level management
D. Change enablement
Question 4
Which of these activities is carried out as part of 'problem management'?
A. Escalating incidents to a support team for resolution
B. Creating incident records
C. Trend analysis of incident records
D. Diagnosing and resolving incidents
Question 5
Which is an activity of the 'problem management' practice?
A. Authorization of changes to resolve the cause of problems.
B. Resolution of incidents in a time that meet customer expectations
C. Prioritization of problems based on the risk that they pose
D. Restoration of normal service operation as quickly as possible
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: C | Question 5 Answer: C |
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