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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 17% | - Service management practices
|
| Topic 2: Service Value Chain Activities | 15% | - Design and transition - Engage - Improve - Plan - Deliver and support - Obtain/build |
| Topic 3: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 4: ITIL Service Value System | 20% | - Governance - Guiding principles - Continual improvement - Practices - Service value chain |
| Topic 5: Guiding Principles | 18% | - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Think and work holistically - Start where you are - Focus on value - Progress iteratively with feedback |
| Topic 6: Four Dimensions of Service Management | 18% | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
EXIN ITIL Foundation (V4) Sample Questions:
Which describes a standard change?
- A. A change that must be implemented as soon as possible
- B. A high-risk change that needs very thorough assessment
- C. A change that is typically implemented as a service request
- D. A change that needs to be scheduled, assessed and authorized following a defined process
Correct Answer: C 🗳️
What term is used to describe the functionality of a service?
- A. Utility
- B. Output
- C. Warranty
- D. Outcome
Correct Answer: B 🗳️
Which describes the 'plan' value chain activity?
- A. It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
- B. It ensures that service components are available when and where they are needed, and meet agreed specifications
- C. It ensures continual improvement of products, services, and practices across all value chain activities
- D. It ensures a shared understanding of the current status and vision for all products and services across the organization
Correct Answer: D 🗳️
Which practice recommends using tools for collaboration and the automated matching of symptoms?
- A. Incident management
- B. Problem management
- C. Service request management
- D. Service level management
Correct Answer: A 🗳️
Which is the FIRST thing to consider when focusing on value?
- A. Identifying the service customer who will receive value
- B. Defining customer experience and user experience
- C. Understanding what is valuable to the service consumer
- D. Ensuring value is co-created by improvement initiatives.
Correct Answer: A 🗳️
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