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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| ITIL Service Value System (SVS) | - Governance - Service value chain - Continual improvement - Guiding principles |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
EXIN ITIL Foundation (V4) Sample Questions:
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
- A. Focus on value
- B. Collaborate and promote
- C. Optimize and automate
- D. Think and work holistically
Correct Answer: D 🗳️
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Correct Answer: A 🗳️
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Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
- A. 3 and 4
- B. 1 and2
- C. 1 and 4
- D. 2 and 3
Correct Answer: B 🗳️
Which usually requires a team of representatives from many stakeholder groups?
- A. Authorizing an emergency change
- B. Logging a new problem
- C. Fulfilling a service request
- D. Investigating a major incident
Correct Answer: D 🗳️
Which statement about service offerings is CORRECT?
- A. Service offerings describe how providers and consumers cooperate to co-create value
- B. Each service should be described to consumers as a single service offering
- C. The same product can be used as a basis for more than one service offering
- D. Service offerings include the transfer of goods from the consumer to the prowler
Correct Answer: C 🗳️
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