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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 15% | - Engage - Design and transition - Plan - Obtain/build - Improve - Deliver and support |
| Guiding Principles | 18% | - Optimize and automate - Start where you are - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Focus on value - Progress iteratively with feedback |
| ITIL Management Practices | 17% | - Technical management practices
|
| ITIL Service Value System | 20% | - Guiding principles - Service value chain - Practices - Governance - Continual improvement |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A) Organizations and people
B) Value streams and processes
C) Partners and suppliers
D) Information and technology
2. Which statement about a service value stream is CORRECT?
A) It integrates practices for a specific scenario
B) it uses inputs and outputs prescribed by ITIL
C) It provides an operating model for service providers
D) It is a service value chain activity
3. How should an organization include third-party suppliers in the continual improvement of services?
A) Require evidence that the supplier uses agile development methods
B) Require evidence that the supplier implements all improvements using project management practices
C) Ensure that all supplier problem management activities result in improvements
D) Ensure suppliers include details of their approach to service improvement in contracts
4. Which practice has a purpose that includes managing authentication and non-repudation?
A) IT Asset Management
B) Change enablement
C) Service Configuration management
D) Information security management
5. Which guiding principle recommends standardizing and streamlining manual tasks?
A) Focus on value
B) Collaborate and promote visibility
C) Optimize and automate
D) Think and work holistically
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
