Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Continual improvement - Guiding principles - Governance - Service value chain |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| Topic 3: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 4: The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
EXIN ITIL Foundation (V4) Sample Questions:
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 2 and 3
- B. 3 and 4
- C. 1 and 4
- D. 1 and 2
Correct Answer: C 🗳️
When should a change request be submitted to resolve a problem?
- A. As soon as a workaround for the problem has been identified
- B. As soon as a solution for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as the analysis of the frequency and impact of incidents justifies the change
Correct Answer: C 🗳️
Which is part of the value proposition of a service?
- A. Outputs of the service received by the consumer
- B. Costs imposed on the consumer by the service
- C. Risks imposed on the consumer by the service
- D. Costs removed from the consumer by the service
Correct Answer: D 🗳️
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Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
- A. 1, 2 and 3 only
- B. 1, 2 and 4 only
- C. 1, 3 and 4 only
- D. 2, 3 and 4 only
Correct Answer: D 🗳️
Why should a service level manager carry out regular service reviews?
- A. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
- B. To ensure that agreements are written simply and are easy to understand
- C. To collect information about service consumer goals and objectives
- D. To capture information about service issues and performance against agreed goals
Correct Answer: D 🗳️
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