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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 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 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 key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 5: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 6: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 7: 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 |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which is a purpose of the 'engage' value chain activity?
A) Ensuring the continual improvement of services
B) Providing transparency and good relationships
C) Meeting expectations for quality, costs and time-to-market
D) Ensuring that the organization's vision is understood
2. Which skill is an essential part of the 'service level management' practice?
A) Diagnosis
B) Problem analysis
C) Technical knowledge
D) Listening
3. Which of the following is the MOST important 'or effective incident management?
A) Automated pipelines
B) Collaboration tools and techniques
C) A variety of access channels
D) Balanced scorecard review
4. Which are the elements of process control?
A) Process owner, policy and objectives
B) Resources, capabilities and metrics
C) Work instructions, procedures and roles
D) Inputs, outputs and triggers
5. Which statement about metrics is CORRECT?
A) Technology metrics can be used to determine the overall health of a process
B) Technology metrics can be used to measure component performance and availability
C) Process metrics can be used to measure the utilization of a supplier's network
D) Process metrics can be used to measure end-to-end service performance
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |
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