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Last Updated: Jul 18, 2026
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EXIN ITIL Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 4: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 5: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 6: Understand the key concepts of service management | - Describe the key concepts of service relationships - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 7: Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
EXIN ITIL Foundation (V4) Sample Questions:
1. Which step of the continual improvement model includes baseline assessments?
A) Where do we want to be?
B) Where are we now?
C) What is the vision?
D) Did we get there?
2. Which usually requires a team of representatives from many stakeholder groups?
A) Fulfilling a service request
B) Logging a new problem
C) Investigating a major incident
D) Authorizing an emergency change
3. Which is an example of improving service utility using service management automation?
A) Monitoring service availability
B) Faster resource allocation
C) Pre-determined routing of a service request
D) Reducing the time to compile service data
4. A service offering may include, access to resources, and service actions, which is an example of a service action?
A) A password allows a user connect to a Wifi network
B) A mobile phone enables a user to work remotely
C) A license allows a user to install a software product
D) A service desk agent provides support to user.
5. Which is a recommendation of the guiding principle 'think and work holistically'?
A) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
B) Review service management practices and remove any unnecessary complexity
C) Conduct a review of existing service management practices and decide what to keep and what to discard
D) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
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