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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 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 | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| 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 |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A) Escalation
B) Prioritization
C) Categorization
D) Detection
2. Which practice identifies metrics that reflect a customer experience of a service?
A) Service level management
B) Service desk
C) Continual improvement
D) Problem management
3. Which statement about the 'service request management' practice is CORRECT?
A) Financial authorization is sometimes required for service requests
B) Additional approval is sometimes needed for restoration of service
C) A new workflow is created for each type of request
D) Service requests are fulfilled using simple workflows
4. Which statement about a service value stream is CORRECT?
A) It is a service value chain activity
B) It provides an operating model for service providers
C) It integrates practices for a specific scenario
D) it uses inputs and outputs prescribed by ITIL
5. Which stakeholders co-create value in a service relationship?
A) Consumer and provider
B) Investor and consumer
C) Provider and supplier
D) Investor and supplier
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
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