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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| General Management Practices | 15% | - Service level management - Continual improvement - Information security management - Relationship management - Supplier management |
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Service Value Chain | 15% | - Obtain/build - Improve - Engage - Design and transition - Plan - Deliver and support |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Think and work holistically - Focus on value - Collaborate and promote visibility - Start where you are - Optimize and automate - Progress iteratively with feedback |
| Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| Service Management Practices | 15% | - Service desk - Service request management - Change enablement - Problem management - Incident management |
| Four Dimensions of Service Management | 15% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
EXIN ITIL Foundation Sample Questions:
1. Which role is responsible for carrying out the activities of a process?
A) Process practitioner
B) Service manager
C) Change manager
D) Process owner
2. What term describes assurance that a product or service will meet its agreed requirements?
A) Service level agreement
B) Warranty
C) Utility
D) Underpinning contract
3. Which is the correct combination of items that makes up an IT service?
A) Information technology, people and processes
B) People, process and customers
C) Information technology, networks and people
D) Customers, providers and documents
4. What is defined as "any change of state that has significance for the management of an IT service"?
A) An event
B) A request for change
C) An incident
D) A problem
5. Which is the BEST definition of a service?
A) It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
B) It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C) It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
D) is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
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