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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 2: Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 3: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 4: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 5: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services - Describe the key concepts of service relationships |
| Topic 6: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 7: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which organization delivers output or outcomes of a service?
A. A service provider delivers outcomes of the service
B. A service consumer delivers outputs of the service
C. A service provider delivers outputs of the service
D. A service consumer delivers outcomes of the service
Question 2
Which is part of the definition of a customer?
A. The role that authorizes budget for service consumption
B. The role that defines the requirements for a service
C. A set of specialized organizational capabilities for enabling value
D. A means of enabling value co-creation
Question 3
Which costs are included in the value proposition of a service?
A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. The benefits, usefulness. and importance of the service that are perceived by the service consumer
D. Tangible or intangible results for the service consumer because they are using the service
Question 4
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue
B. Using an agreement between the service provider and service supplier
C. Using single-system-based metrics that relate to outputs
D. Using bundled metrics to relate performance to outcomes
Question 5
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service level management
B. Supplier management
C. Service desk
D. Change enablement
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: D | Question 5 Answer: A |
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