EXIN ITIL : ITIL Foundation (V4)

  • Exam Code: ITIL
  • Exam Name: ITIL Foundation (V4)
  • Updated: Aug 14, 2026
  • Q & A: 505 Questions and Answers

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EXIN ITIL Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: ITIL Management Practices17%- Technical management practices
  • 1. Release management
    • 2. Deployment management
      - General management practices
      • 1. Relationship management
        • 2. Continual improvement
          • 3. Information security management
            - Service management practices
            • 1. Problem management
              • 2. Service level management
                • 3. Incident management
                  Topic 2: Service Value Chain Activities15%- Plan
                  - Improve
                  - Design and transition
                  - Engage
                  - Deliver and support
                  - Obtain/build
                  Topic 3: Four Dimensions of Service Management18%- Information and technology
                  - Organizations and people
                  - Value streams and processes
                  - Partners and suppliers
                  Topic 4: Key Concepts of Service Management12%- Stakeholders: customers, users, sponsors, providers
                  - Products and services, service offerings
                  - Value, value co-creation, service, service management
                  Topic 5: ITIL Service Value System20%- Continual improvement
                  - Service value chain
                  - Guiding principles
                  - Practices
                  - Governance
                  Topic 6: Guiding Principles18%- Collaborate and promote visibility
                  - Progress iteratively with feedback
                  - Start where you are
                  - Think and work holistically
                  - Optimize and automate
                  - Focus on value
                  - Keep it simple and practical

                  EXIN ITIL Foundation (V4) Sample Questions:

                  1. Arrange the following steps of software lifecycle in correct order.
                  1. Retire
                  2. Test
                  3. Operate
                  4. Deploy
                  5. Ideation
                  6. Develop
                  7. Design

                  A) None of the above
                  B) Retire, Test, Operate, Deploy, Ideation, Develop, Design
                  C) Ideation, Design, Develop, Deploy, Test, Operate, Retire
                  D) Ideation, Test, Develop, Deploy, Design, Operate, Retire


                  2. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

                  A) Incident management
                  B) Monitoring and event management
                  C) IT asset management
                  D) Service level management


                  3. Which statement about service desks is CORRECT?

                  A) The service desk should rely on self-service portals instead of escalation to support teams
                  B) The service desk should escalate all technical issues to support and development teams
                  C) The service desk should work in close collaboration with support and development teams
                  D) The service desk should remain isolated from technical support teams


                  4. Which statement about the automation of service requests is CORRECT?

                  A) Service requests that cannot be automated should be handled as incidents
                  B) Service requests and their fulfillment should be carried out by service desk staff without automation
                  C) Service requests and their fulfillment should be automated as much as possible
                  D) Service requests that cannot be automated should be handled as problems


                  5. What can be used to help determine the impact level of a problem?

                  A) Configuration management system (CMS)
                  B) Statement of requirements (SOR)
                  C) Standard operating procedures (SOP)
                  D) Definitive media library (DML)


                  Solutions:

                  Question # 1
                  Answer: C
                  Question # 2
                  Answer: D
                  Question # 3
                  Answer: C
                  Question # 4
                  Answer: C
                  Question # 5
                  Answer: A

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