Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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ITIL Foundation (V4): ITIL Exam Premium File as PDF & Test Engine
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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| ITIL Service Value System | 20% | - Continual improvement - Service value chain - Governance - Practices - Guiding principles |
| Four Dimensions of Service Management | 18% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| ITIL Management Practices | 17% | - Technical management practices
|
| Service Value Chain Activities | 15% | - Engage - Improve - Plan - Deliver and support - Obtain/build - Design and transition |
| Guiding Principles | 18% | - Focus on value - Keep it simple and practical - Start where you are - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Optimize and automate |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which is NOT a component of the service value system?
A) The guiding principles
B) Governance
C) The four dimensions of service management
D) Practices
2. Which dimension considers the application of artificial intelligence to service management?
A) Partners and suppliers
B) Information and technology
C) Organizations and people
D) Value streams and processes
3. Which is part of the definition of a customer?
A) The role that defines the requirements for a service
B) A set of specialized organizational capabilities for enabling value
C) The role that authorizes budget for service consumption
D) A means of enabling value co-creation
4. Which describes normal changes?
A) Changes that must be implemented as soon as possible
B) Changes that are typically initiated as service requests
C) Changes that are low-risk and pre-authorized
D) Changes that need to be scheduled and assessed following a process
5. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
A) Service request management
B) Service level management
C) Incident management
D) Problem management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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