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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| General Management Practices | 15% | - Service level management - Relationship management - Supplier management - Information security management - Continual improvement |
| ITIL Guiding Principles | 15% | - Optimize and automate - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Start where you are - Keep it simple and practical |
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Service Management Practices | 15% | - Change enablement - Service request management - Service desk - Problem management - Incident management |
| Service Value Chain | 15% | - Design and transition - Deliver and support - Obtain/build - Improve - Engage - Plan |
| Four Dimensions of Service Management | 15% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
EXIN ITIL Foundation Sample Questions:
1. Which is a reason why incident management interfaces with service level management?
A) To ensure that the status of faulty configuration items (CI) is recorded
B) To ensure that problem records are circulated to all customers
C) To ensure that incident workarounds are acceptable to the customers
D) To ensure that incident resolution times are aligned with business needs
2. What does the continual service improvement (CSI) approach enable a business to achieve?
A) It helps the business in making decisions on improvement initiatives.
B) It keeps the communication going within the business.
C) It helps the stakeholders understand their customers.
D) It dictates the way the business interacts with external suppliers.
3. The consideration of value creation is a principle of which stage of the service lifecycle?
A) Continual service improvement
B) Service transition
C) Service design
D) Service strategy
4. . When should a known error be raised?
A) As soon as it becomes useful to do so
B) Only when the root cause is found and a workaround exists
C) As soon as the major problem procedure is executed
D) Only when the error in the IT Service is found
5. Which is a supplier category?
A) Resource
B) Commodity
C) Technical
D) Customer
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |
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