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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| ITIL Service Value System (SVS) | - Continual improvement - Governance - Guiding principles - Service value chain |
| ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
EXIN ITIL Foundation (V4) Sample Questions:
Question 1
What is defined as an unplanned interruption or reduction in the quality of a service?
A. A change
B. A problem
C. An incident
D. An event
Question 2
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action
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C. It is stored in the configuration management system
D. Meetings are always the best method of communication
Question 3
Which is the FIRST thing to consider when focusing on value?
A. Identifying the service customer who will receive value
B. Ensuring value is co-created by improvement initiatives.
C. Defining customer experience and user experience
D. Understanding what is valuable to the service consumer
Question 4
Which statement about change authorities is CORRECT?
A. Change authorities are assigned when each change is deployed
B. Change authorities are assigned for each type of change and change model
C. Change authorities are only required for authorizing normal changes
D. Change authorities are only required for authorizing emergency changes
Question 5
Which phase of problem management includes analysing incidents to look for patterns and trends?
A. Error control
B. Problem identification
C. Post-implementation review
D. Problem control
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: B |
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