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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| 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 |
| 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 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 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 |
EXIN ITIL Foundation (V4) Sample Questions:
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
Correct Answer: C 🗳️
What is typically needed to assign complex incidents to support groups?
- A. A self-help tool
- B. The incident priority
- C. A change schedule
- D. The incident category
Correct Answer: D 🗳️
Which guiding principle discourages 'silo activity'?
- A. Collaborate and promote visibility
- B. Focus on value
- C. Keep it simple and practical
- D. Start where you are
Correct Answer: A 🗳️
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
- A. Value streams and processes
- B. Organizations and people
- C. Partners and suppliers
- D. Information and technology
Correct Answer: C 🗳️
What is the purpose of the 'information security management1 practice?
- A. To observe services and service components
- B. To protect the information needed by the organization to conduct its business
- C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- D. To plan and manage the full lifecycle of all IT assets
Correct Answer: B 🗳️
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