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EXIN ITIL Exam Syllabus Topics:

SectionObjectives
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
  • 1. Incident Management
  • 2. Change Control
  • 3. Service Level Management
  • 4. Continual Improvement
  • 5. Service Desk
  • 6. Problem Management
  • 7. Service Request Management
- Define key terms for 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
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for PassTestking members. You can sign-up / login (it's free).

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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

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
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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