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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Guiding Principles | 18% | - Start where you are - Think and work holistically - Focus on value - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback |
| Four Dimensions of Service Management | 18% | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| ITIL Management Practices | 17% | - General management practices
|
| Service Value Chain Activities | 15% | - Obtain/build - Improve - Design and transition - Plan - Engage - Deliver and support |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| ITIL Service Value System | 20% | - Continual improvement - Governance - Practices - Guiding principles - Service value chain |
EXIN ITIL Foundation (V4) Sample Questions:
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always develop competencies in methodologies and techniques that will meet their needs
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always use a single technique to ensure metrics are consistent
Correct Answer: A 🗳️
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
- A. Analysis Paralysis
- B. Direct observation
- C. Feedback loop
- D. Minimum viable product
Correct Answer: B 🗳️
Which is described by the 'organizations and people' dimension of service management?
- A. Inputs and outputs
- B. Workflows and controls
- C. Communication and collaboration
- D. Contracts and agreements
Correct Answer: C 🗳️
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Which practice would help a user gain access to an application that they need to use?
- A. Service level management
- B. Service configuration management
- C. Change enablement
- D. Service request management
Correct Answer: C 🗳️
Which is a recommendation of the guiding principle 'think and work holistically'?
- A. Conduct a review of existing service management practices and decide what to keep and what to discard
- B. Review service management practices and remove any unnecessary complexity
- C. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
- D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Correct Answer: D 🗳️
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