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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Continual improvement - Governance |
| Topic 2: ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Topic 3: The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 4: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
EXIN ITIL Foundation (V4) Sample Questions:
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
2. Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
A) 1 and 4
B) 3 and 4
C) 1 and 2
D) 2 and 3
3. Which includes governance, management practices, and continual improvement?
A) The 'focus on value' guiding principle
B) The 'value stream and processes' dimension
C) The 'deliver and support' value chain activity
D) The service value system
4. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A) Think and work holistically
B) Collaborate and promote visibility
C) Keep it simple and practical
D) Progress iteratively with feedback
5. Which is an important principle of communication in service operation?
A) It has an intended purpose or a resultant action
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B) It is stored in the configuration management system
C) Information should always be communicated
D) Meetings are always the best method of communication
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
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