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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| Topic 2: ITIL Service Value System (SVS) | - Continual improvement - Guiding principles - Service value chain - Governance |
| Topic 3: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 4: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
EXIN ITIL Foundation (V4) Sample Questions:
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Think and work holistically
- B. Focus on value
- C. Collaborate and promote visibility
- D. Optimize and automate
Correct Answer: D 🗳️
What is a configuration item?
- A. Any change of state that has significance for the management of a service
- B. Any financially valuable component that can contribute to delivery of an IT product or service
- C. Any component that needs to be managed in order to deliver an IT service
- D. A problem that has been analyzed but has not been resolved
Correct Answer: C 🗳️
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Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
- A. Event
- B. Known error
- C. Problem
- D. Change
Correct Answer: C 🗳️
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Which statement about the 'continual improvement model' is CORRECT?
- A. The flow of the model helps organizations to link improvements to its goals
- B. Organizations should use an additional model or method to link improvements to customer value
- C. The model is applicable to only certain parts of the service value system
- D. Organizations should work through the steps of the model in the sequence in which they are presented
Correct Answer: A 🗳️
Which practice nurtures links with stakeholders at strategic and tactical levels'?
- A. Continual improvement
- B. Supplier management
- C. Relationship management
- D. Service level management
Correct Answer: C 🗳️
