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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| Topic 2: ITIL Service Value System | 20% | - Service value chain - Governance - Guiding principles - Practices - Continual improvement |
| Topic 3: 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 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: Service Value Chain Activities | 15% | - Improve - Deliver and support - Engage - Design and transition - Obtain/build - Plan |
| Topic 6: ITIL Management Practices | 17% | - General management practices
|
EXIN ITIL Foundation (V4) Sample Questions:
1. 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
2. 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
3. Which value chain activity ensures the availability of service components?
A) Improve
B) Obtain/build
C) Engage
D) Deliver and support
4. What term is used to describe the functionality of a service?
A) Outcome
B) Output
C) Warranty
D) Utility
5. 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
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
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