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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 2: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 3: 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 |
| Topic 4: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| 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 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 7: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
EXIN ITIL Foundation (V4) Sample Questions:
Which is a financially valuable component that can contribute to the delivery of a service?
- A. Sponsor
- B. IT asset
- C. Service offering
- D. Configuration item
Correct Answer: B 🗳️
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Which practice is most likely to benefit from the use of chatbots?
- A. Service level management
- B. Change enablement
- C. Continual improvement
- D. Service desk
Correct Answer: D 🗳️
Which is the purpose of the 'monitoring and event management' practice?
- A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. To systematically observe services and service components, and record and report selected changes of state
- C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- D. To protect the information needed by the organization to conduct its business
Correct Answer: B 🗳️
Which term is used to describe removing something that could have an effect on a service?
- A. An incident
- B. An IT asset
- C. A change
- D. A problem
Correct Answer: C 🗳️
Explanation: Only visible for PassTestking members. You can sign-up / login (it's free).
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
- A. Suppliers
- B. products
- C. Resources
- D. Requirements
Correct Answer: D 🗳️
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