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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Topic 2: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 3: Service Value Chain Activities | 15% | - Engage - Obtain/build - Improve - Design and transition - Plan - Deliver and support |
| Topic 4: Key Concepts of Service Management | 12% | - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management |
| Topic 5: ITIL Service Value System | 20% | - Practices - Guiding principles - Service value chain - Governance - Continual improvement |
| Topic 6: Guiding Principles | 18% | - Collaborate and promote visibility - Think and work holistically - Start where you are - Optimize and automate - Focus on value - Progress iteratively with feedback - Keep it simple and practical |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which dimension considers the application of artificial intelligence to service management?
A) Partners and suppliers
B) Information and technology
C) Organizations and people
D) Value streams and processes
2. Which is NOT a key focus of the 'information and technology' dimension?
A) Roles and responsibilities
B) Workflow management and inventory systems
C) Security and compliance
D) Communication systems and knowledge bases
3. Which skill is required by the 'service level management' practice?
A) Technical expertise
B) Event monitoring
C) Supplier management
D) Problem management
4. Which statement about service offerings is CORRECT?
A) Each service should be described to consumers as a single service offering
B) Service offerings describe how providers and consumers cooperate to co-create value
C) Service offerings include the transfer of goods from the consumer to the prowler
D) The same product can be used as a basis for more than one service offering
5. Which step of the 'continual improvement model' defines measurable targets?
A) Where are we now?
B) how we get there?
C) What is the vision?
D) Where do we want to be?
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
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