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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Topic 2: ITIL Service Value System (SVS) | - Continual improvement - Service value chain - Governance - Guiding principles |
| Topic 3: The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Topic 4: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
EXIN ITIL Foundation (V4) Sample Questions:
Question #1
Which statement about 'continual improvement' is CORRECT?
A. A single team should carry out 'continual improvement' across the organization
B. Everyone in the organization is responsible for some aspects of 'continual improvement'
C. 'Continual improvement' should have minimal interaction with other practices
D. All improvement ideas should be logged in a single 'continual improvement register'
Question #2
Which principle concentrates on service consumers?
A. Keep it simple
B. Focus on value
C. Start where you are
D. Optimize and automate
Question #3
What is a definition of a problem?
A. A cause, or potential cause, of one or more incidents
B. An incident for which a full resolution is not yet available
C. An unplanned interruption to a service, or reduction in the quality of a service
D. Any change of state that has significance for the management of a configuration item (CI)
Question #4
Which is an external input to the service value chain?
A. The 'improve' value chain activity
B. Feedback loops
C. Customer requirements
D. An overall plan
Question #5
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Keep it simple and practical
B. Think and work holistically
C. Collaborate and promote visibility
D. Optimize and automate
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: B | Question #3 Correct Answer: A | Question #4 Correct Answer: C | Question #5 Correct Answer: A |
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