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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: 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 2: 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 |
| Topic 3: 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 4: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 5: 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 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: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
EXIN ITIL Foundation (V4) Sample Questions:
1. What is included in the purpose of the 'release management' practice?
A) Ensuring information about services is available
B) Authorizing changes to proceed
C) Making new features available for use
D) Moving new software to live environments
2. How does a service consumer contribute to the reduction of disk?
A) By managing server hardware
B) By managing staff availability
C) By paying for the service
D) By communicating constraints
3. Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
A) Information and technology
B) Value streams and processes
C) Organizations and people
D) Partners and suppliers
4. What should a release policy include?
A) The naming convention and expected frequency of each type of release
B) The process owner and process manager for each type of release
C) The roles and responsibilities for incident and problem resolution
D) The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
5. Which are elements of the service value system?
A) Customer value, stakeholder value, organization
B) Outcomes, utility, warranty
C) Service provision, service consumption, service relationship management
D) Governance, service value chain, practices
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
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