Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand the key concepts of service management | - Describe the key concepts of service relationships - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 4: 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 |
| Topic 5: 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 |
| Topic 6: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 7: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
EXIN ITIL Foundation (V4) Sample Questions:
1. Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
A) Re-use
B) Consider
C) Discard
D) Improve
2. Which activity is part of the 'continual improvement practice?
A) Improving relationships with and between stakeholders.
B) Identifying the cause unplanned interruptions to service.
C) handing compliments and complaints from user to identify improvements.
D) Prioritizing and creating business cases for improvement initiatives.
3. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
A) Optimize and automate
B) Focus on value
C) Progress iteratively with feedback
D) Keep it simple and practical
4. Which are elements of the service value system?
A) Governance, service value chain, practices
B) Customer value, stakeholder value, organization
C) Outcomes, utility, warranty
D) Service provision, service consumption, service relationship management
5. Which guiding principle focuses on reducing costs and human errors?
A) Focus and value
B) Optimize and automate
C) Collaborate and promote visibility
D) Think and work holistically
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |
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