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EXIN ITIL Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Service Value System	20%	- Guiding principles - Governance - Continual improvement - Service value chain - Practices
Topic 2: Service Value Chain Activities	15%	- Deliver and support - Plan - Improve - Obtain/build - Design and transition - Engage
Topic 3: Key Concepts of Service Management	12%	- Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers
Topic 4: Guiding Principles	18%	- Optimize and automate - Progress iteratively with feedback - Think and work holistically - Focus on value - Start where you are - Keep it simple and practical - Collaborate and promote visibility
Topic 5: Four Dimensions of Service Management	18%	- Information and technology - Partners and suppliers - Organizations and people - Value streams and processes
Topic 6: ITIL Management Practices	17%	- Technical management practices 1. Release management 2. Deployment management - General management practices 1. Information security management 2. Continual improvement 3. Relationship management - Service management practices 1. Problem management 2. Incident management 3. Service level management

EXIN ITIL Foundation (V4) Sample Questions:

1. Which describes a 'change authority'?

A) A model used to determine who will assess a change
B) A way to manage the people aspects of change
C) A person who approves a change
D) A tool used to help changes

2. When should a change request be submitted to resolve a problem?

A) As soon as a solution for the problem has been identified
B) As soon as a workaround for the problem has been identified
C) As soon as the analysis of cost, risks and benefits justifies the change
D) As soon as the analysis of the frequency and impact of incidents justifies the change

3. Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

A) 3 and 4
B) 1 and 4
C) 2 and 3
D) 1 and 2

4. What is defined as a change of state that has significance for the management of an IT service?

A) Problem
B) Known error
C) Event
D) Incident

5. Which guiding principle considers the importance of customer loyalty?

A) Focus on value
B) Start where you are
C) Optimize and automate
D) Progress iteratively with feedback

Solutions:

Question # 1
Answer: C

Question # 2
Answer: C

Question # 3
Answer: A

Question # 4
Answer: C

Question # 5
Answer: A