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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| Topic 3: ITIL Service Value System (SVS) | - Continual improvement - Service value chain - Governance - Guiding principles |
| Topic 4: The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
Which activity is NOT recommended by the start where you are' guiding principle?
A. Applying risk management when considering to introduce new processes
B. Using source data to avoid any unintentional data distortion found in reports
C. Involving people who are not familiar with a service when observing and assessing its activities
D. Discarding existing processes before assessing their usefulness
Question 2
What is the expected outcome from using a service value chain?
A. Value realization
B. Customer engagement
C. Service value streams
D. The application of practices
Question 3
What is the starting point for optimization?
A. Securing stakeholder engagement
B. Standardizing practices and services
C. Understanding the vision and objectives of the organization
D. Determining where the most positive impact would be
Question 4
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
A. services
B. elements
C. values
D. assets
Question 5
Which describes normal changes?
A. Changes that must be implemented as soon as possible
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that are low-risk and pre-authorized
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: B |
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