Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Topic 2: ITIL Service Value System | 20% | - Governance - Practices - Service value chain - Continual improvement - Guiding principles |
| Topic 3: Guiding Principles | 18% | - Keep it simple and practical - Think and work holistically - Optimize and automate - Start where you are - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback |
| Topic 4: ITIL Management Practices | 17% | - General management practices
|
| Topic 5: Service Value Chain Activities | 15% | - Improve - Obtain/build - Deliver and support - Design and transition - Plan - Engage |
| Topic 6: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
EXIN ITIL Foundation (V4) Sample Questions:
What can a service remove from the consumer and impose on the consumer?
- A. Asset
- B. Utility
- C. Outcome
- D. Cost
Which of the following is the MOST important 'or effective incident management?
- A. Collaboration tools and techniques
- B. Balanced scorecard review
- C. A variety of access channels
- D. Automated pipelines
Which activity captures the demand for incident resolution and service requests?
- A. Problem management
- B. Change control
- C. Service catalogue management
- D. Service desk
What can be used to determine if a service is 'fit for purpose'?
- A. Utility
- B. Outcome
- C. Availability
- D. Warranty
Which is described by the 'organizations and people' dimension of service management?
- A. Contracts and agreements
- B. Workflows and controls
- C. Inputs and outputs
- D. Communication and collaboration
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