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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Topic 2: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Topic 3: ITIL Service Value System | 20% | - Continual improvement - Governance - Practices - Guiding principles - Service value chain |
| Topic 4: Service Value Chain Activities | 15% | - Design and transition - Obtain/build - Engage - Deliver and support - Improve - Plan |
| Topic 5: ITIL Management Practices | 17% | - Service management practices
|
| Topic 6: Guiding Principles | 18% | - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Start where you are - Think and work holistically |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which statement about the 'continual improvement model' is CORRECT?
A) Organizations should work through the steps of the model in the sequence in which they are presented
B) The flow of the model helps organizations to link improvements to its goals
C) Organizations should use an additional model or method to link improvements to customer value
D) The model is applicable to only certain parts of the service value system
2. Where are the details of the required performance outcomes of a service denned?
A) Service offerings
B) Service level agreements
C) Service requests
D) Service components
3. Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
A) 1 and 4
B) 3 and 4
C) 1 and 2
D) 2 and 3
4. What considerations influence the supplier strategy of an organization?
A) Contracts and agreements
B) Level of formality
C) Corporate culture of the organization
D) Type of cooperation with suppliers
5. What includes governance as a component?
A) The guiding principles
B) Practices
C) The service value chain
D) The service value system
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
