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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which costs are included in the value proposition of a service?
A) Money that the service consumer no longer needs to spend because they are using the service
B) Additional expense that the service consumer has because they are using the service
C) Tangible or intangible results for the service consumer because they are using the service
D) The benefits, usefulness. and importance of the service that are perceived by the service consumer
2. Which will NOT be handled as a service request?
A) A complaint about a support team
B) The provision of a laptop
C) The replacement of a toner cartridge
D) The degradation of a service
3. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A) Optimize and automate
B) Think and work holistically
C) Focus on value
D) Start where you are
4. What is an incident?
A) The planned removal of an item that might affect a service
B) A result enabled by one or more outputs
C) A possible future event that could cause harm
D) A service interruption resolved by the use of self-help tools
5. Which process works with incident management to ensure that security breaches are detected and logged?
A) Service level management
B) Continual service improvement
C) Access management
D) Change management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |
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Lennon 
Frederica 
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Geoffrey 
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Gemma 
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Bernard 
Diana 
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Leo 
Maxine 
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Griffith 
Grace 
Mignon 
Ternence 
