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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 4: 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 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: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
EXIN ITIL Foundation (V4) Sample Questions:
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
- A. Service desk
- B. Release management
- C. IT asset management
- D. Relationship management
Which facilitates outcomes that customers want to achieve?
- A. Warranty
- B. Service
- C. Organization
- D. IT asset
Which dimension includes activities and workflows?
- A. Information and technology
- B. Organizations and people
- C. Value streams and processes
- D. Partners and suppliers
Which statement about problems is CORRECT?
- A. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
- B. Problem prioritization involves risk assessment.
- C. Problems must be resolved quickly in order to restore normal business activity.
- D. Problems are not related to incidents.
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What is defined as a change of state that has significate for the management of an IT service?
- A. Problem
- B. Event
- C. Known error
- D. Incident
