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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 |
| 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 |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which describes a 'change authority'?
A) A person who approves a change
B) A model used to determine who will assess a change
C) A tool used to help changes
D) A way to manage the people aspects of change
2. Which practice establishes a channel between the service provider and its users?
A) Supplier management
B) Change enablement
C) Service desk
D) Relationship management
3. What do customer perceptions and business outcomes help to define?
A) The total cost of a service
B) The value of a service
C) Key performance indicators (KPIs)
D) Service metrics
4. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A) Progress iteratively with feedback
B) Think and work holistically
C) Start where you are
D) Collaborate and promote visibility
5. Which statement about service relationship management is CORRECT?
A) It focuses on the service actions performed by users
B) It requires the service consumer to create resources for the service provider
C) It requires co-operation of both the service provider and service consumer
D) It focuses on the fulfilment of the agreed service actions
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
Ford 
Una 
Harriet 
Breenda 
Nelson 
Murphy 
Asa 
Montague 
Michell 
Buck 
Devin 
Gail 
Mandel 
Alger 
Parker 
