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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
| Topic 2: Service Value Chain Activities | 15% | - Design and transition - Plan - Deliver and support - Engage - Obtain/build - Improve |
| Topic 3: ITIL Service Value System | 20% | - Guiding principles - Continual improvement - Practices - Governance - Service value chain |
| Topic 4: ITIL Management Practices | 17% | - General management practices
|
| Topic 5: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| Topic 6: Guiding Principles | 18% | - Keep it simple and practical - Focus on value - Think and work holistically - Collaborate and promote visibility - Optimize and automate - Start where you are - Progress iteratively with feedback |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which service value chain activity deals with the purchase of new products?
A) Plan
B) Obtain/build
C) Improve
D) Engage
2. Which is the correct combination of items that makes up an IT service?
A) Information technology, people and processes
B) Information technology, networks and people
C) People, processes and customers
D) Customers, providers and documents
3. What should be done first when applying the 'focus on value' guiding principle?
A) Determine who the service consumer is in each situation
B) Identify all suppliers and partners involved in the service
C) Identify the outcomes that the service facilitates
D) Determine the cost of providing the service
4. Which value chain activity ensures that ongoing service activity meets user expectations?
A) Plan
B) Obtain/build
C) Engage
D) Deliver and support
5. What considerations influence the supplier strategy of an organization?
A) Type of cooperation with suppliers
B) Corporate culture of the organization
C) Level of formality
D) Contracts and agreements
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
