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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Service Value Chain Activities | 15% | - Design and transition - Plan - Improve - Deliver and support - Obtain/build - Engage |
| ITIL Management Practices | 17% | - Service management practices
|
| ITIL Service Value System | 20% | - Service value chain - Continual improvement - Practices - Governance - Guiding principles |
| Guiding Principles | 18% | - Progress iteratively with feedback - Optimize and automate - Focus on value - Collaborate and promote visibility - Think and work holistically - Keep it simple and practical - Start where you are |
EXIN ITIL Foundation (V4) Sample Questions:
What is a problem that has been analysed but has not been resolved?
- A. Event
- B. Known error
- C. Workaround
- D. Incident
Correct Answer: B 🗳️
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To ensure a shared understanding of the vision and improvement direction for all products and services
- B. To continually improve all products and services across all value chain activities
- C. To make new and improved services and features available for use
- D. To organize a major improvement initiative into several smaller initiatives
Correct Answer: B 🗳️
Explanation: Only visible for Lead1Pass members. You can sign-up / login (it's free).
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring the continual improvement of practices across all value chain activities
- B. Ensuring that services continually meet expectations for quality, costs, and lime to market
- C. Ensuring a shared understanding of the improvement direction for services across the organization
- D. Ensuring continual engagement and good relationships with all stakeholders
Correct Answer: A 🗳️
Explanation: Only visible for Lead1Pass members. You can sign-up / login (it's free).
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
- A. Service configuration management
- B. Service request management
- C. Service level management
- D. Service desk
Correct Answer: C 🗳️
Which guiding principle considers the importance of customer loyalty?
- A. Focus on value
- B. Optimize and automate
- C. Start where you are
- D. Progress iteratively with feedback
Correct Answer: A 🗳️
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