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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Service value chain - Governance - Continual improvement - Guiding principles |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| Topic 3: The Four Dimensions of Service Management | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Topic 4: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
EXIN ITIL Foundation (V4) Sample Questions:
1. What is defined as any component that needs to be managed in order to deliver an IT service?
A) A configuration item (CI)
B) An IT asset
C) A service request
D) An incident
2. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A) Service strategy
B) Service transition
C) Continual service improvement
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D) Service operation
3. When should the effectiveness of a problem workaround be assessed?
A) Whenever the workaround is used
B) Whenever the problem is resolved
C) Whenever the workaround becomes a known error
D) Whenever the problem is prioritized
4. What describes the steps needed to create and deliver a specific service to a consumer?
A) Service management
B) Practices
C) Service level management
D) A value stream
5. What term is used to describe the functionality of a service?
A) Output
B) Outcome
C) Utility
D) Warranty
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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