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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| Topic 3: ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Continual improvement - Governance |
| Topic 4: ITIL Practices Overview | - Technical management practices - Service management practices - General management practices (e.g., incident, change, problem management) |
EXIN ITIL Foundation (V4) Sample Questions:
1. Where should all master copies of controlled software and documentation be stored?
A) In the definitive capacity library
B) In the definitive media library
C) In the definitive security library
D) In the definitive production library
2. Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A) Communicate in a way the audience can hear
B) Fast does not mean incomplete
C) Sometimes nothing from the current state can be re used
D) If a practice is easier to follow it is more likely to be adopted
3. Which phase of problem management includes analysing incidents to look for patterns and trends?
A) Problem control
B) Error control
C) Post-implementation review
D) Problem identification
4. Which is a risk that might be removed from a service consumer by an IT service?
A) Security breach
B) Service provider ceasing to trade
C) Cost of purchasing servers
D) Failure of server hardware
5. What is included in the purpose of the 'release management' practice?
A) Moving new software to live environments
B) Making new features available for use
C) Authorizing changes to proceed
D) Ensuring information about services is available
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
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