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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
| Topic 2: Service Value Chain Activities | 15% | - Engage - Obtain/build - Design and transition - Deliver and support - Plan - Improve |
| Topic 3: ITIL Management Practices | 17% | - Service management practices
|
| Topic 4: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Topic 5: ITIL Service Value System | 20% | - Guiding principles - Governance - Continual improvement - Practices - Service value chain |
| Topic 6: Guiding Principles | 18% | - Focus on value - Start where you are - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical |
EXIN ITIL Foundation (V4) Sample Questions:
Which statement about change authorization is CORRECT?
- A. A change authority should be assigned to each type of change and change model
- B. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- C. Standard changes are high risk and should be authorized by the highest level of change authority
- D. Centralizing change authorization to a single person is the most effective means of authorization
Correct Answer: A 🗳️
How do all value chain activities transform inputs to outputs?
- A. By implementing process automation
- B. By determining service demand
- C. By using a single functional team
- D. By using a combination of practices
Correct Answer: D 🗳️
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. An improvement initiative that is broken into a number of manageable sections
- B. An assessment of how all the parts of an organization will affect an improvement initiative
- C. A current state assessment that is carried out at the start of an improvement initiative
- D. The identification of all interested parts at the start of an improvement initiative
Correct Answer: A 🗳️
Which statement about outcomes is CORRECT?
- A. An outcome depends on at least one output to deliver a result
- B. An outcome defines the amount of money spent on technology for a service
- C. Outcomes enable products to be delivered to a stakeholder
- D. Outcomes provide assurance to stakeholders on how a service performs
Correct Answer: A 🗳️
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Which statement about the 'service desk1 practice is CORRECT?
- A. It carries out change assessment and authorization
- B. It investigates the cause of incidents
- C. It needs a practical understanding of the business processes
- D. It provides a link with stakeholders at strategic and tactical levels
Correct Answer: C 🗳️
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