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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| General Management Practices | 15% | - Information security management - Supplier management - Continual improvement - Service level management - Relationship management |
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Service Management Practices | 15% | - Service desk - Incident management - Change enablement - Service request management - Problem management |
| Service Value Chain | 15% | - Plan - Engage - Improve - Obtain/build - Design and transition - Deliver and support |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback - Think and work holistically - Focus on value - Start where you are |
| Four Dimensions of Service Management | 15% | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
EXIN ITIL Foundation Sample Questions:
Which of the following are the MAIN objectives of incident management?
1 . To automatically detect service-affecting events
2 . To restore normal service operation as quickly as possible
3 . To minimize adverse impacts on business operations
- A. 1 and 3 only
- B. All of the above
- C. 1 and 2 only
- D. 2 and 3 only
Correct Answer: D 🗳️
Which one of the following do technology metrics measure?
- A. Components
- B. The end-to-end service
- C. Customer satisfaction
- D. Processes
Correct Answer: A 🗳️
Which lifecycle stage defines how value is created and delivered?
- A. Continual service improvement
- B. Service operation
- C. Service strategy
- D. Service design
Correct Answer: C 🗳️
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At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
- A. Service operation: IT operations management
- B. Service transition: Plan and prepare for deployment
- C. Service strategy: Develop the offerings
- D. Service design: Design the processes
Correct Answer: D 🗳️
Which one of the following activities would be performed by access management?
- A. Providing physical security for staff at data centres and other buildings
- B. Managing access to computer rooms and other secure locations
- C. Managing the rights to use a service or group of services
- D. Managing access to the service desk
Correct Answer: C 🗳️
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