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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Topic 2: Guiding Principles | 18% | - Think and work holistically - Start where you are - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate |
| Topic 3: Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Topic 4: Service Value Chain Activities | 15% | - Plan - Obtain/build - Improve - Deliver and support - Design and transition - Engage |
| Topic 5: ITIL Service Value System | 20% | - Service value chain - Governance - Practices - Continual improvement - Guiding principles |
| Topic 6: ITIL Management Practices | 17% | - Service management practices
|
EXIN ITIL Foundation (V4) Sample Questions:
1. What is used as a tool to help define and measure performance?
A) A continual improvement register
B) A change schedule
C) A service level agreement
D) An incident record
2. What should all 'continual improvement' decisions be based on?
A) Details of how services are measured
B) An up-to-date balanced scorecard
C) Accurate and carefully analysed data
D) A recent maturity assessment
3. What are the types of asset management?
A) Operational management and IT asset management
B) IT asset management and software asset management
C) IT asset management and technical management
D) Operational and technical management
4. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
A) Optimize and automate
B) Focus on value
C) Keep it simple and practical
D) Progress iteratively with feedback
5. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
A) Service request management
B) Continual management
C) Problem management
D) Service desk
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
