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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Governance - Continual improvement |
| ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
EXIN ITIL Foundation (V4) Sample Questions:
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
- A. Incident management
- B. Supplier management
- C. Deployment management
- D. Problem management
Correct Answer: A 🗳️
What is defined as any component that needs to be managed in order to deliver an IT service?
- A. A service request
- B. A configuration item (CI)
- C. An IT asset
- D. An incident
Correct Answer: B 🗳️
Which is a purpose of the 'relationship management' practice?
- A. To be the entry point and single point of contact for the service provider with all of its users
- B. To identify, analyze, monitor, and continually improve links with stakeholders
- C. To protect the information needed by the organization to conduct its business
- D. To systematically observe services and service components
Correct Answer: B 🗳️
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Which step of the 'continual improvement model' defines measurable targets?
- A. What is the vision?
- B. Where are we now?
- C. Where do we want to be?
- D. how we get there?
Correct Answer: C 🗳️
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Which practice forms a link between the service provider and the users of services?
- A. Service desk
- B. Service level management
- C. Change enablement
- D. Problem management
Correct Answer: A 🗳️
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