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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management Practices | 15% | - Service desk - Incident management - Change enablement - Problem management - Service request management |
| ITIL Guiding Principles | 15% | - Focus on value - Optimize and automate - Keep it simple and practical - Start where you are - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback |
| General Management Practices | 15% | - Information security management - Supplier management - Relationship management - Continual improvement - Service level management |
| Four Dimensions of Service Management | 15% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Service Value Chain | 15% | - Plan - Deliver and support - Design and transition - Engage - Improve - Obtain/build |
EXIN ITIL Foundation Sample Questions:
Which of the following statements MOST correctly identifies the scope of design coordination activities?
- A. Only changes that introduce new services
- B. Any change that the organization believes could benefit
- C. It is mandatory that all changes are subject to design coordination activity
- D. Only changes to business critical systems
Correct Answer: B 🗳️
Hierarchic escalation is BEST described as?
- A. Notifying more senior levels of management about an incident
- B. Failing to meet the incident resolution times specified in a service level agreement
- C. Passing an incident to people with a greater level of technical skill
- D. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
Correct Answer: A 🗳️
A process owner is responsible for which of the following?
1 . Defining the process strategy
2 . Assisting with process design
3 . Improving the process
4 . Performing all activities involved in a process
- A. 1, 2 and 4 only
- B. 1, 2 and 3 only
- C. 2, 3 and 4 only
- D. All of the above
Correct Answer: B 🗳️
Which one of the following is the BEST definition of an event?
- A. Reducing or eliminating the cause of an incident or problem
- B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
- C. Any change of state that has significance for the management of a configuration item (CI) or IT service
- D. The unknown cause of one or more incidents that have an impact on an IT service
Correct Answer: C 🗳️
Which of the following CANNOT be provided by a tool?
- A. Data
- B. Knowledge
- C. Wisdom
- D. Information
Correct Answer: C 🗳️
