- Exam Code: ITIL
- Exam Name: ITIL Foundation (V4)
- Certification Provider: EXIN
- Corresponding Certification:Exin Certification
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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: 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 4: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
| Topic 6: 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 7: 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 |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A) Start where you are
B) Optimize and automate
C) Collaborate and promote visibility
D) Keep it simple and practical
2. Which is part of the 'focus on value' guiding principle?
A) Identifying activities that can be achieved in smaller iterations
B) Assessing services to identify parts that can be reused
C) Reducing the number of steps in the customer experience
D) Understanding what services help the service consumer
3. Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A) Release management
B) IT asset management
C) Relationship management
D) Service desk
4. Which will help solve incidents more quickly?
A) Collaboration between teams
B) Target resolution times
C) Detailed procedural steps for incident investigation
D) Escalating all incidents to support teams
5. Which of the following is the MOST important for effective incident management?
A) Collaboration tools and techniques
B) Balanced scorecard review
C) A variety of access channels
D) Automated pipelines
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A |
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