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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 |
| 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 the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| 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 |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which statement about problems is CORRECT?
A) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
B) Problem prioritization involves risk assessment.
C) Problems must be resolved quickly in order to restore normal business activity.
D) Problems are not related to incidents.
2. What is defined as a change of state that has significate for the management of an IT service?
A) Known error
B) Event
C) Incident
D) Problem
3. What should be used to set user expectations for request fulfilment times?
A) The consumer demand for the service
B) The service levels of the supplier
C) The time needed to realistically deliver the service
D) The time that the customer indicates for service delivery
4. Which statement about the service value chain is CORRECT?
A) Each value chain activity identifies a requirement for resources from an external supplier
B) The service value chain uses value streams to describe a combination of consumers and providers
C) Each value chain activity uses different combinations of practices to convert inputs into outputs
D) The service value chain converts value into demand
5. What term is used to describe whether a service will meet availability, capacity and security requirements?
A) Outcomes
B) Utility
C) Value
D) Warranty
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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