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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| 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 |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which statement about known errors and problems is CORRECT?
A) Known errors cause vulnerabilities, problems cause incidents
B) Known error is the status assigned to a problem after it has been analysed
C) Known errors are managed by technical staff, problems are managed by service management staff
D) A known error is the cause of one or more problems
2. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A) Focus on value
B) Start where you are
C) Think and work holisocally
D) Optimize and automate
3. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
A) tools
B) plans
C) process
D) measurement
4. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
A) Continual management
B) Monitoring and event management
C) Deployment management
D) IT asset management
5. Which activity is NOT recommended by the start where you are' guiding principle?
A) Involving people who are not familiar with a service when observing and assessing its activities
B) Discarding existing processes before assessing their usefulness
C) Using source data to avoid any unintentional data distortion found in reports
D) Applying risk management when considering to introduce new processes
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
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