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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Service value chain - Governance - Guiding principles - Practices - Continual improvement |
| Topic 2: Guiding Principles | 18% | - Collaborate and promote visibility - Start where you are - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate |
| Topic 3: Four Dimensions of Service Management | 18% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| Topic 4: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| Topic 5: ITIL Management Practices | 17% | - General management practices
|
| Topic 6: Service Value Chain Activities | 15% | - Improve - Deliver and support - Engage - Design and transition - Obtain/build - Plan |
EXIN ITIL Foundation (V4) Sample Questions:
What is the starting point for optimization?
- A. Standardizing practices and services
- B. Securing stakeholder engagement
- C. Understanding the vision and objectives of the organization
- D. Determining where the most positive impact would be
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By paying for the service
- C. By managing server hardware
- D. By communicating constraints
Which value chain activity ensures the availability of service components?
- A. Improve
- B. Obtain/build
- C. Engage
- D. Deliver and support
What term is used to describe the functionality of a service?
- A. Outcome
- B. Output
- C. Warranty
- D. Utility
Why should some service requests be fulfilled with no additional approvals?
- A. To ensure that spending is properly accounted for
- B. To ensure that information security requirements are met
- C. To set user expectations for fulfillment times
- D. To streamline the fulfillment workflow
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