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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 2: Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| Topic 3: 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 |
| Topic 4: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 5: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 6: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 7: 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 describes a 'change authority'?
A) A tool used to help changes
B) A person who approves a change
C) A model used to determine who will assess a change
D) A way to manage the people aspects of change
2. Which statement about standard changes is CORRECT?
A) The change can be implemented with less testing if necessary
B) A full assessment should be completed each time the change is implemented
C) The change does not require additional authorization
D) The appropriate change authority should be assigned to each type of change
3. Which is an example of a service request?
A) A request for normal operation to be restored
B) A request to implement a security patch
C) A request for access to a file
D) A request to investigate the cause of an incident
4. How do all value chain activities transform inputs to outputs?
A) By implementing process automation
B) By using a single functional team
C) By determining service demand
D) By using a combination of practices
5. Which statement about costs is CORRECT?
A) Costs imposed on the consumer are costs of service utility
B) Costs imposed on the consumer are costs of service warranty
C) Costs removed from the consumer are part of service consumption
D) Costs removed from the consumer are part of the value proposition
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
