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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain | 15% | - Design and transition - Engage - Improve - Deliver and support - Plan - Obtain/build |
| 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 |
| General Management Practices | 15% | - Supplier management - Service level management - Continual improvement - Relationship management - Information security management |
| ITIL Guiding Principles | 15% | - Think and work holistically - Progress iteratively with feedback - Focus on value - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility - Start where you are |
| Four Dimensions of Service Management | 15% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Service Management Practices | 15% | - Service request management - Service desk - Incident management - Change enablement - Problem management |
EXIN ITIL Foundation Sample Questions:
Which one of the following generates demand for services?
- A. Cost of providing support
- B. Infrastructure trends
- C. Service level agreements (SLA.
- D. Patterns of business activity (PBA.
Correct Answer: D 🗳️
Which is responsible for the production of the service design package (SDP)?
- A. Design coordination
- B. Service portfolio management
- C. Service design
- D. Service catalogue management
Correct Answer: C 🗳️
Which one of the following generates demand for services?
- A. Service level agreements (SLA)
- B. Cost of providing support
- C. Patterns of business activity (PBA)
- D. Infrastructure trends
Correct Answer: C 🗳️
What should be documented as part of every process?
- A. The process owner, process policy and set of process activities
- B. The service owner, service level agreement and set of process procedures
- C. The service manager, service contract and set of work instructions
- D. The policy owner, operational level agreement and set of process steps
Correct Answer: A 🗳️
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
- A. Service level management
- B. Service transition
- C. Demand management
- D. Service catalogue management
Correct Answer: D 🗳️
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