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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Governance - Continual improvement - Service value chain - Guiding principles |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| ITIL Practices Overview | - Service management practices - Technical management practices - General management practices (e.g., incident, change, problem management) |
| The Four Dimensions of Service Management | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
A. Service desk agent
B. Service level manager
C. Change authority
D. Problem analyst
Question 2
Which of the following can be used to access service desks?
A. Email
B. Text and social media messaging
C. Phone calls
D. All of the above
Question 3
What is used to link activities within the service value chain?
A. Service desk
B. Service level agreements
C. Opportunity, demand and value
D. Inputs, outputs and triggers
Question 4
Which practice ensures that a variety of access channels are available for users to report issues?
A. Service desk
B. Service level management
C. Change enablement
D. Incident management
Question 5
Which organization delivers output or outcomes of a service?
A. A service consumer delivers outputs of the service
B. A service consumer delivers outcomes of the service
C. A service provider delivers outcomes of the service
D. A service provider delivers outputs of the service
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: C |
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