Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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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 Management Practices | 17% | - Technical management practices
|
| Four Dimensions of Service Management | 18% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| ITIL Service Value System | 20% | - Continual improvement - Service value chain - Governance - Practices - Guiding principles |
| 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 |
| Service Value Chain Activities | 15% | - Engage - Improve - Plan - Deliver and support - Obtain/build - Design and transition |
EXIN ITIL Foundation (V4) Sample Questions:
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
Correct Answer: C 🗳️
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
Correct Answer: B 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: D 🗳️
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
Correct Answer: A 🗳️
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