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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Guiding Principles | 18% | - Focus on value - Keep it simple and practical - Start where you are - Think and work holistically - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
| Four Dimensions of Service Management | 18% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| Service Value Chain Activities | 15% | - Plan - Deliver and support - Engage - Improve - Design and transition - Obtain/build |
| ITIL Management Practices | 17% | - Service management practices
|
| ITIL Service Value System | 20% | - Guiding principles - Service value chain - Practices - Continual improvement - Governance |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which statement about emergency changes is CORRECT?
A) It is necessary to complete all documentation before an emergency charge is implemented
B) Emergency changes are low risk and well understood
C) Emergency changes are not usually recorded in the change schedule
D) Authorization of emergency changes may be deferred until after implementation
2. Which is a risk that might be removed from a service consumer by an IT service?
A) Security breach
B) Service provider ceasing to trade
C) Cost of purchasing servers
D) Failure of server hardware
3. A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
A) Problem
B) Incident
C) Known error
D) Event
4. Which is a purpose of the 'service level management' practice?
A) To set clear business-based targets for service levels
B) To establish and nurture the links between the organization and its stakeholders
C) To ensure that the organization's suppliers and their performance are managed appropriately
D) To support the agreed quality of a service handling all agreed, user-initiated service requests
5. What are the ITIL guiding principles used for?
A) To direct and control an organization
B) To ensure that an organization's performance continually meets stakeholders' expectations
C) To identify activities that an organization must perform in order to deliver a valuable service
D) To help an organization make good decisions
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
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