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EXIN ITIL Exam Syllabus Topics:

SectionWeightObjectives
Four Dimensions of Service Management18%- Information and technology
- Partners and suppliers
- Organizations and people
- Value streams and processes
Key Concepts of Service Management12%- Stakeholders: customers, users, sponsors, providers
- Products and services, service offerings
- Value, value co-creation, service, service management
Service Value Chain Activities15%- Design and transition
- Plan
- Improve
- Deliver and support
- Obtain/build
- Engage
ITIL Management Practices17%- Service management practices
  • 1. Incident management
    • 2. Service level management
      • 3. Problem management
        - General management practices
        • 1. Continual improvement
          • 2. Information security management
            • 3. Relationship management
              - Technical management practices
              • 1. Deployment management
                • 2. Release management
                  ITIL Service Value System20%- Service value chain
                  - Continual improvement
                  - Practices
                  - Governance
                  - Guiding principles
                  Guiding Principles18%- 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
                  Reveal Solution  Discussion  0

                  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
                  Reveal Solution  Discussion  0

                  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
                  Reveal Solution  Discussion  0

                  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
                  Reveal Solution  Discussion  0

                  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
                  Reveal Solution  Discussion  0

                  Correct Answer: A  🗳️

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