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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: 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 2: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| Topic 3: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| 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 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 6: 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 |
| Topic 7: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
EXIN ITIL Foundation (V4) Sample Questions:
1. What does 'change enablement' PRIMARILY focus on?
A) Changes to organizational structure
B) Changes to products and services
C) Changes to service levels
D) Changes to skills and competencies
2. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
A) Incident management
B) Service request management
C) Service Request management
D) Change enablement
3. What type of change is MOST likely to be managed by the 'service request management' practice?
A) A standard change
B) A normal change
C) An application change
D) An emergency change
4. How should the workflow for a new service request be designed?
A) Use different workflows for each type of service request
B) Avoid workflows for simple service requests
C) Use a single workflow for all types of service request
D) Leverage existing workflows whenever possible
5. Which BEST describes the purpose of the 'improve' value chain activity?
A) To make new and improved services and features available for use
B) To continually improve all products and services across all value chain activities
C) To organize a major improvement initiative into several smaller initiatives
D) To ensure a shared understanding of the vision and improvement direction for all products and services
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
