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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 15% | - Deliver and support - Plan - Design and transition - Improve - Engage - Obtain/build |
| ITIL Management Practices | 17% | - Technical management practices
|
| ITIL Service Value System | 20% | - Service value chain - Guiding principles - Continual improvement - Practices - Governance |
| 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 |
| Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
EXIN ITIL Foundation (V4) Sample Questions:
1. 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
2. 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
3. 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
4. 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
5. 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
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
