Exam Name: ITIL Foundation (V4)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Organizations and people - Value streams and processes - Partners and suppliers - Information and technology |
| Service Value Chain Activities | 15% | - Improve - Obtain/build - Design and transition - Deliver and support - Plan - Engage |
| Guiding Principles | 18% | - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Keep it simple and practical - Optimize and automate - Start where you are - Focus on value |
| ITIL Service Value System | 20% | - Governance - Continual improvement - Service value chain - Guiding principles - Practices |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| ITIL Management Practices | 17% | - General management practices
|
EXIN ITIL Foundation (V4) Sample Questions:
In which case would a problem be logged?
- A. When a user reports an unplanned service interruption
- B. Alter a workaround is identified and documented
- C. When the cause is identified but not resolved
- D. After analysis of error information from a supplier
Correct Answer: C 🗳️
What is typically needed to assign complex incidents to support groups?
- A. The incident category
- B. A self-help tool
- C. A change schedule
- D. The incident priority
Correct Answer: A 🗳️
What is the definition of warranty?
- A. A means of identifying a result for a stakeholder
- B. A means of determining whether a service is fit for use
- C. A means of determining whether a service is fit for purpose
- D. A means of identifying events that could cause harm or loss
Correct Answer: B 🗳️
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Service consumer
- B. Service provider
- C. Customer
- D. Supplier
Correct Answer: B 🗳️
What is an incident?
- A. A result enabled by one or more outputs
- B. A service interruption resolved by the use of self-help tools
- C. The planned removal of an item that might affect a service
- D. A possible future event that could cause harm
Correct Answer: B 🗳️
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