Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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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:
1. 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
2. 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
3. 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
4. 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
5. 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
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
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