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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| Service Value Chain Activities | 15% | - Obtain/build - Deliver and support - Engage - Improve - Plan - Design and transition |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
| ITIL Service Value System | 20% | - Guiding principles - Practices - Governance - Continual improvement - Service value chain |
| Guiding Principles | 18% | - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback - Optimize and automate - Think and work holistically |
| ITIL Management Practices | 17% | - Technical management practices
|
EXIN ITIL Foundation (V4) Sample Questions:
Which is CORRECT about change authorization?
- A. Emergency changes are authorized by the technician making the change
- B. The chance authority will ensure changes are authorized after they are deployed
- C. A change authority is assigned each time a standard change is requested
- D. Assignment of the change authority is based on the charge type and model
Correct Answer: D 🗳️
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring a shared understanding of the improvement direction for services across the organization
- B. Ensuring continual engagement and good relationships with all stakeholders
- C. Ensuring the continual improvement of practices across all value chain activities
- D. Ensuring that services continually meet expectations for quality, costs, and lime to market
Correct Answer: C 🗳️
Explanation: Only visible for ValidVCE members. You can sign-up / login (it's free).
Which is an example are problem control activity?
- A. Re-assessing a known error to understand the ongoing impact
- B. Implementing a technical fix to resolve an issue
- C. Reviewing incident records to identify trends
- D. Documenting the steps in a workaround
Correct Answer: D 🗳️
Which is an activity in the 'Problem control' phase of problem management?
- A. Re-assessing a known error to manage the ongoing impact.
- B. Implementing a technical fix to resolve an issue
- C. Documenting the steps in workaround
- D. Reviewing incident records to identity trends
Correct Answer: C 🗳️
Explanation: Only visible for ValidVCE members. You can sign-up / login (it's free).
Why should some service requests be fulfilled with no additional approvals?
- A. To streamline the fulfillment workflow
- B. To set user expectations for fulfillment times
- C. To ensure that information security requirements are met
- D. To ensure that spending is properly accounted for
Correct Answer: A 🗳️
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