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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| Topic 2: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 3: The Four Dimensions of Service Management | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Topic 4: ITIL Service Value System (SVS) | - Continual improvement - Governance - Service value chain - Guiding principles |
EXIN ITIL Foundation (V4) Sample Questions:
1. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A) As an event
B) As a problem
C) As a change request
D) As a service request
2. How should the workflow for a new service request be designed?
A) Avoid workflows for simple service requests
B) Use a single workflow for all types of service request
C) Leverage existing workflows whenever possible
D) Use different workflows for each type of service request
3. What is the difference between the 'incident management' and 'service desk' practices?
A) Incident management restores service operation, service desk provides communication with users
B) incident management manages interruptions to service desk monitors achieved service quality
C) incident management resolves issues, service desk investigates the underlying causes of issues
D) incident management resolves complex issues, service desk resolve simpler issues.
4. Which practice nurtures links with stakeholders at strategic and tactical levels'?
A) Supplier management
B) Continual improvement
C) Relationship management
D) Service level management
5. Which dimension considers data security and privacy?
A) Information and technology
B) Organizations and people
C) Value streams and processes
D) Partners and suppliers
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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