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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management Practices | 15% | - Incident management - Problem management - Service desk - Service request management - Change enablement |
| Four Dimensions of Service Management | 15% | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| General Management Practices | 15% | - Service level management - Relationship management - Supplier management - Information security management - Continual improvement |
| Service Value Chain | 15% | - Engage - Deliver and support - Obtain/build - Improve - Design and transition - Plan |
| Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| ITIL Guiding Principles | 15% | - Optimize and automate - Focus on value - Think and work holistically - Keep it simple and practical - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback |
EXIN ITIL Foundation Sample Questions:
1. Which statement about the service portfolio is TRUE?
A) It represents all resources presently engaged or being released in various stages of the service lifecycle
B) The service portfolio includes all services except those managed by third parties
C) It is an integral part of the service catalogue
D) It allows the organization unlimited resources when planning for new service deployments
2. Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
A) Local
B) Outsourced
C) Centralized
D) Virtual
3. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A) Training tool administrators how to manage tools and monitoring tool performance in operational environment
B) Testing the tool and training process managers on using the process
C) Development or purchase of tools and deployment of the tools
D) Development or purchase of tools and deployment of the process
4. What is the result of carrying out an activity, following a process or delivering an IT service known as?
A) Outcome
B) Incident
C) Change
D) Problem
5. Which one of the following is concerned with policy and direction?
A) Service design
B) Governance
C) Capacity management
D) Service level management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
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