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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 2: ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Topic 3: The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| Topic 4: ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Governance - Continual improvement |
EXIN ITIL Foundation (V4) Sample Questions:
Which is the BEST type of resource for investigating complex incidents?
- A. Self-help systems
- B. Knowledgeable support staff
- C. Disaster recovery plans
- D. Detailed work instructions
Correct Answer: B 🗳️
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Which principle concentrates on service consumers?
- A. Focus on value
- B. Optimize and automate
- C. Start where you are
- D. Keep it simple
Correct Answer: A 🗳️
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
- A. A change model
- B. A normal change
- C. An emergency change
- D. A standard change
Correct Answer: D 🗳️
What actions does a service desk take for all issues, queries and requests that are reported to them?
- A. Schedule, assess, authorize
- B. Diagnose, investigate, resolve
- C. Initiate, approve, fulfill
- D. Acknowledge, classify, own
Correct Answer: C 🗳️
Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
- A. a formal process
- B. detailed procedures
- C. a dedicated team
- D. a value chain activity
Correct Answer: B 🗳️
