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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:
1. 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
2. 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
3. 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
4. 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?
5. 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
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
