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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| Topic 2: Four Dimensions of Service Management | 15% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Topic 3: Service Management Practices | 15% | - Service request management - Change enablement - Incident management - Problem management - Service desk |
| Topic 4: Service Value Chain | 15% | - Deliver and support - Engage - Obtain/build - Improve - Design and transition - Plan |
| Topic 5: ITIL Guiding Principles | 15% | - Focus on value - Keep it simple and practical - Optimize and automate - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Start where you are |
| Topic 6: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 7: General Management Practices | 15% | - Relationship management - Service level management - Continual improvement - Supplier management - Information security management |
EXIN ITIL Foundation Sample Questions:
Which is a reason why incident management interfaces with service level management?
- A. To ensure that incident resolution times are aligned with business needs
- B. To ensure that incident workarounds are acceptable to the customers
- C. To ensure that the status of faulty configuration items (CI) is recorded
- D. To ensure that problem records are circulated to all customers
Correct Answer: A 🗳️
Which is a supplier category?
- A. Technical
- B. Resource
- C. Customer
- D. Commodity
Correct Answer: B 🗳️
Which of the following BEST describes service strategies' value to the business?
- A. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
- B. Reduction in the duration and frequency of service outages
- C. Allows higher volumes of successful change
- D. Reduction in unplanned costs through optimized handling of service outages
Correct Answer: A 🗳️
Which of the following are benefits to the business of implementing service transition?
1 . Better reuse and sharing of assets across projects and resources
2 . Reduced cost to design new services
3 . Result in higher volume of successful changes
- A. 1 and 3 only
- B. None of the above
- C. 1 and 2 only
- D. 2 and 3 only
Correct Answer: A 🗳️
What is the BEST definition of a definitive media library?
- A. It is a secure library in which the latest versions of authorized software items are stored and protected
- B. It is a set of tools and databases that is used to manage knowledge, information and data
- C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
- D. It is a structured document with definitive information regarding all live IT services, including those available for deployment
Correct Answer: C 🗳️
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