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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| ITIL Service Value System (SVS) | - Governance - Service value chain - Continual improvement - Guiding principles |
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
EXIN ITIL Foundation (V4) Sample Questions:
1. 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
2. Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A) utility
B) warranty
C) information
D) costs
3. Which is a key requirement for a successful service level agreement?
A) It should be simply written and easy to understand
B) It should be based on the service provider's view of the service
C) It should be written in legal language
D) It should relate to simple operational metrics
4. What considerations influence the supplier strategy of an organization?
A) Type of cooperation with suppliers
B) Contracts and agreements
C) Corporate culture of the organization
D) Level of formality
5. Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
A) 3 and 4
B) 2 and 3
C) 1 and 2
D) 1 and 4
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
