- 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:
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
Correct Answer: D 🗳️
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
Correct Answer: D 🗳️
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
Correct Answer: B 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: A 🗳️
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