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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| ITIL Service Value System | 20% | - Service value chain - Guiding principles - Continual improvement - Practices - Governance |
| ITIL Management Practices | 17% | - Technical management practices
|
| Service Value Chain Activities | 15% | - Deliver and support - Plan - Design and transition - Improve - Engage - Obtain/build |
| Guiding Principles | 18% | - Keep it simple and practical - Focus on value - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Optimize and automate - Start where you are |
EXIN ITIL Foundation (V4) Sample Questions:
What type of change is often used for resolving incidents or implementing security patches?
- A. Standard change
- B. Emergency change
- C. Change model
- D. Normal change
Correct Answer: B 🗳️
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Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
- A. Error control
- B. Problem identification
- C. Problem analysis
- D. Problem control
Correct Answer: A 🗳️
Explanation: Only visible for BraindumpsIT members. You can sign-up / login (it's free).
Which statement about the 'service desk1 practice is CORRECT?
- A. It carries out change assessment and authorization
- B. It investigates the cause of incidents
- C. It needs a practical understanding of the business processes
- D. It provides a link with stakeholders at strategic and tactical levels
Correct Answer: C 🗳️
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
- A. Think and work holistically
- B. Focus on value
- C. Collaborate and promote
- D. Optimize and automate
Correct Answer: A 🗳️
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- A. outputs
- B. costs
- C. outcomes
- D. risks
Correct Answer: C 🗳️
