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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| 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 |
| 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 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 |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
EXIN ITIL Foundation (V4) Sample Questions:
1. Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
A) services
B) relationships
C) outcomes
D) organizations
2. Which is a way of applying the guiding principle 'focus on value'?
A) Doing fewer things, but doing them better
B) Comprehending the whole, but doing something
C) Recognizing the complexity of systems
D) Understanding how service consumers use services
3. In service relationships, what is a benefit of identifying consumer roles?
A) It provides shared service expectations
B) It enables a common definition of value
C) It enables effective stakeholder management
D) It removes constraints from the customer
4. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
A) plans
B) process
C) measurement
D) tools
5. What should be done first when applying the 'focus on value' guiding principle?
A) Identify the outcomes that the service facilitates
B) Determine the cost of providing the service
C) Determine who the service consumer is in each situation
D) Identify all suppliers and partners involved in the service
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
