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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 17% | - Service management practices
|
| Topic 2: ITIL Service Value System | 20% | - Governance - Continual improvement - Guiding principles - Service value chain - Practices |
| Topic 3: Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Topic 4: Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| Topic 5: Guiding Principles | 18% | - Focus on value - Progress iteratively with feedback - Keep it simple and practical - Start where you are - Optimize and automate - Collaborate and promote visibility - Think and work holistically |
| Topic 6: Service Value Chain Activities | 15% | - Deliver and support - Plan - Engage - Improve - Obtain/build - Design and transition |
EXIN ITIL Foundation (V4) Sample Questions:
Which describes outcomes?
- A. Tangible or intangible deliverables
- B. Functionality offered by a product or service
- C. Configuration of an organization's resources
- D. Results desired by a stakeholder
Correct Answer: D 🗳️
Which phase of problem management includes analysing incidents to look for patterns and trends?
- A. Problem identification
- B. Post-implementation review
- C. Error control
- D. Problem control
Correct Answer: A 🗳️
Which statement about the 'incident management' practice is CORRECT?
- A. It identifies the cause of major incidents.
- B. It resolves the highest impact incidents first.
- C. It authorizes changes to resolve incidents.
- D. It maintains detailed procedures for diagnosing incidents.
Correct Answer: B 🗳️
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Which is a supplier category?
- A. Commodity
- B. Technical
- C. Customer
- D. Resource
Correct Answer: D 🗳️
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always develop competencies in methodologies and techniques that will meet their needs
- B. An organization should always use a single technique to ensure metrics are consistent
- C. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Correct Answer: A 🗳️
