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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Topic 2: ITIL Management Practices | 17% | - General management practices
|
| Topic 3: Service Value Chain Activities | 15% | - Deliver and support - Engage - Plan - Obtain/build - Improve - Design and transition |
| Topic 4: Guiding Principles | 18% | - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Focus on value - Start where you are - Keep it simple and practical - Think and work holistically |
| Topic 5: ITIL Service Value System | 20% | - Continual improvement - Service value chain - Practices - Guiding principles - Governance |
| Topic 6: Four Dimensions of Service Management | 18% | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Problem management
B. Continual improvement
C. Incident management
D. Service request management
Question 2
Which are the elements of process control?
A. Inputs, outputs and triggers
B. Work instructions, procedures and roles
C. Resources, capabilities and metrics
D. Process owner, policy and objectives
Question 3
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A change
C. An event
D. A problem
Question 4
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
A. costs
B. risks
C. outputs
D. outcomes
Question 5
What is the definition of warranty?
A. A means of determining whether a service is fit for use
B. A means of determining whether a service is fit for purpose
C. A means of identifying events that could cause harm or loss
D. A means of identifying a result for a stakeholder
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: A |
