EXIN ITIL : ITIL Foundation (V4)

  • Exam Code: ITIL
  • Exam Name: ITIL Foundation (V4)
  • Updated: Sep 12, 2026
  • Q & A: 505 Questions and Answers

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EXIN ITIL Exam Syllabus Topics:

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

                  EXIN ITIL Foundation (V4) Sample Questions:

                  Question #1

                  Which practice needs people who understand complex systems and have creative and analytical skills?

                  • A. Service level management
                  • B. Change enablement
                  • C. Service request management
                  • D. Problem management
                  Answer: D
                  Question #2

                  Which statement about known errors and problems is CORRECT?

                  • A. A known error is the cause of one or more problems
                  • B. Known errors are managed by technical staff, problems are managed by service management staff
                  • C. Known error is the status assigned to a problem after it has been analysed
                  • D. Known errors cause vulnerabilities, problems cause incidents
                  Answer: C
                  Question #3

                  Which is the MOST important stakeholder group that a service provider needs to collaborate with?

                  • A. Suppliers
                  • B. Developers
                  • C. Relationship managers
                  • D. Customers
                  Answer: D

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                  Question #4

                  What does the 'service request management' practice depend on for maximum efficiency?

                  • A. Incident management
                  • B. Self-service tools
                  • C. Compliments and complaints
                  • D. Processes and procedures
                  Answer: D
                  Question #5

                  What is the purpose of the 'problem management' practice?

                  • A. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
                  • B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
                  • C. To protect the information needed by the organization to conduct its business
                  • D. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
                  Answer: D

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