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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| 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:
1. Which practice provides visibility of the organization's services by capturing and reporting on service performance?
A) Service request management
B) Service desk
C) Service level management
D) Service configuration management
2. Service transition contains detailed descriptions of which processes?
A) Change management, capacity management, event management, service request management
B) Service asset and configuration management, release and deployment management, request fulfillment
C) Change management, service asset and configuration management, release and deployment management
D) Service level management, service portfolio management, service asset and configuration management
3. Who is responsible for defining metrics for change management?
A) The change advisory board (CAB)
B) The change management process owner
C) The continual service improvement manager
D) The service owner
4. Which statement about the 'change enablement' practice is CORRECT?
A) Service requests are usually normal changes that can be implemented quickly without authorization
B) Emergency changes are changes that must be fully tested and fully documented prior to implementation
C) Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D) Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
5. Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
A) 1 and 2
B) 2 and 3
C) 1 and 4
D) 3 and 4
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
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