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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 |
| Service Value Chain | 15% | - Design and transition - Engage - Obtain/build - Plan - Deliver and support - Improve |
| General Management Practices | 15% | - Relationship management - Continual improvement - Supplier management - Service level management - Information security management |
| Four Dimensions of Service Management | 15% | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| ITIL Guiding Principles | 15% | - Start where you are - Progress iteratively with feedback - Focus on value - Optimize and automate - Collaborate and promote visibility - Keep it simple and practical - Think and work holistically |
| Service Management Practices | 15% | - Problem management - Change enablement - Service request management - Service desk - Incident management |
EXIN ITIL Foundation Sample Questions:
Which one of the following activities is NOT part of the Deming Cycle?
- A. Plan
- B. Co-ordinate
- C. Do
- D. Act
Correct Answer: B 🗳️
What should be documented as part of every process?
- A. The process owner, process policy and set of process activities
- B. The service manager, service contract and set of work instructions
- C. The service owner, service level agreement and set of process procedures
- D. The policy owner, operational level agreement and set of process steps
Correct Answer: A 🗳️
Which of the following identifies the purpose of service transition planning and support?
- A. Provide overall planning for service transitions and co-ordinate the resources they require
- B. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
- C. Ensure that all service transitions are properly authorized
- D. To define testing scripts to ensure service transitions are unlikely to ever fail
Correct Answer: A 🗳️
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
- A. Public frameworks are prescriptive and tell you exactly what to do
- B. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
- C. Public frameworks are always cheaper to adopt
- D. Proprietary knowledge has been tested in a wide range of environments
Correct Answer: B 🗳️
Which one of the following do technology metrics measure?
- A. Customer satisfaction
- B. Components
- C. The end-to-end service
- D. Processes
Correct Answer: B 🗳️
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