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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 20% | - Guiding principles - Service value chain - Continual improvement - Governance - Practices |
| Guiding Principles | 18% | - Keep it simple and practical - Collaborate and promote visibility - Focus on value - Start where you are - Progress iteratively with feedback - Optimize and automate - Think and work holistically |
| Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| ITIL Management Practices | 17% | - General management practices
|
| Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Service Value Chain Activities | 15% | - Engage - Design and transition - Improve - Deliver and support - Plan - Obtain/build |
EXIN ITIL Foundation (V4) Sample Questions:
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Correct Answer: A 🗳️
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What can a change schedule be used for?
- A. Tracking and managing improvement ideas from identification through to final action
- B. Providing a way to initiate normal changes
- C. Providing information about deployed changes to help manage incidents and problems.
- D. Speeding up the planning and authorization of emergency changes
Correct Answer: C 🗳️
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Which activity is part of the 'continual improvement' practice?
- A. Delivering tactical and operational engagement with customers
- B. Providing a clear path for users to report issues, queries, and requests
- C. Populating and maintaining the asset register
- D. Identifying and logging opportunities
Correct Answer: D 🗳️
Which value chain activity ensures that service components meet agreed specifications?
- A. Plan
- B. Design and transition
- C. Deliver and support
- D. Obtain/build
Correct Answer: D 🗳️
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
- A. As a service request
- B. As a problem
- C. As a change request
- D. As an event
Correct Answer: B 🗳️






