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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: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 3: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| Topic 4: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 7: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which does the ITIL service value system discourage?
A) Organizational silos
B) Organizational agility
C) Interfaces among practices
D) Coordinated authorities and responsibilities
2. What is the PRIMARY use of a change schedule?
A) To plan changes and help avoid conflicts
B) To manage standard changes
C) To support the 'incident management' practice and improvement planning
D) To manage emergency changes
3. What is the MOST important reason for prioritizing incidents?
A) To provide links to related changes and known errors
B) To ensure that incidents with highest impact are resolved first
C) To ensure that user expectations are realistic
D) To help information-sharing are learning
4. What is a definition of a service improvement plan (SIP)?
A) An input from availability management to service level management, detailing the service design plan
B) An input from financial management for IT services to service level management, detailing the budget plan
C) A formal plan to implement improvements to a customer's business processes
D) A formal plan to implement improvements to a service or process
5. Which is a use of a change schedule?
A) Tracking and managing improvement ideas from identification through to final action
B) Speeding up the planning and authorization of emergency changes
C) Providing information about deployed changes to help manage incidents and problems
D) Providing a means of initiating and assessing normal changes
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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