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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 20% | - Practices - Guiding principles - Continual improvement - Governance - Service value chain |
| Guiding Principles | 18% | - Focus on value - Start where you are - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Keep it simple and practical |
| ITIL Management Practices | 17% | - Technical management practices
|
| Service Value Chain Activities | 15% | - Plan - Obtain/build - Design and transition - Improve - Engage - Deliver and support |
| Key Concepts of Service Management | 12% | - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management |
| Four Dimensions of Service Management | 18% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
EXIN ITIL Foundation (V4) Sample Questions:
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using single-system-based metrics that relate to outputs
- B. Using an agreement between the service provider and service supplier
- C. Using bundled metrics to relate performance to outcomes
- D. Using individual metrics that relate to the service catalogue
Correct Answer: C 🗳️
Which practice handles all pre-defined user-initiated service actions?
- A. Service level management
- B. Deployment management
- C. Service request management
- D. Incident management
Correct Answer: C 🗳️
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
- A. Deployment management
- B. Incident management
- C. Problem management
- D. Supplier management
Correct Answer: B 🗳️
Which of the following is NOT recommended by the guiding principle 'start where you are?
- A. Building something completely new
- B. Identifying what is available to be leveraged
- C. Collecting data directly from the source
- D. Asking questions that appear to be stupid
Correct Answer: A 🗳️
Which is a key requirement for successful service level agreements (SLAs)?
- A. They should be based on system-based metrics which are useful to the service provider
- B. They should be written using language and terms which all parties will understand
- C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
- D. They should avoid ambiguous targets such as those relating to user experience
Correct Answer: B 🗳️
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