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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 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 3: 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 4: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 5: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 6: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 7: Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
EXIN ITIL Foundation (V4) Sample Questions:
What is required by all service desk staff?
- A. Demonstration of emotional intelligence
- B. Knowledge of telephony technology
- C. Excellent technical knowledge
- D. Root cause analysis skills
Correct Answer: A 🗳️
Which skill is an essential part of the 'service level management' practice?
- A. Diagnosis
- B. Problem analysis
- C. Listening
- D. Technical knowledge
Correct Answer: C 🗳️
Which term relates to service levels aligned with the needs of service consumers?
- A. Utility
- B. Warranty
- C. Service management
- D. Cost
Correct Answer: B 🗳️
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Value streams and processes
- B. Organization and people
- C. Information and technology
- D. Partners and suppliers
Correct Answer: A 🗳️
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What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
- A. An internal change
- B. An emergency change
- C. A normal change
- D. A standard change
Correct Answer: D 🗳️
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