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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management Practices | 15% | - Service request management - Change enablement - Problem management - Service desk - Incident management |
| Topic 2: ITIL Guiding Principles | 15% | - Think and work holistically - Progress iteratively with feedback - Collaborate and promote visibility - Keep it simple and practical - Start where you are - Optimize and automate - Focus on value |
| Topic 3: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 4: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 5: Service Value Chain | 15% | - Obtain/build - Improve - Deliver and support - Plan - Design and transition - Engage |
| Topic 6: Four Dimensions of Service Management | 15% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Topic 7: General Management Practices | 15% | - Relationship management - Continual improvement - Supplier management - Service level management - Information security management |
EXIN ITIL Foundation Sample Questions:
Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers
- A. 2 and 3 only
- B. All of the above
- C. 1 and 3 only
- D. 1 and 2 only
Correct Answer: B 🗳️
Which one of the following activities is NOT part of the Deming Cycle?
- A. Co-ordinate
- B. Plan
- C. Do
- D. Act
Correct Answer: A 🗳️
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
- A. Risk management
- B. Demand management
- C. Service level management
- D. Financial management
Correct Answer: D 🗳️
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
- A. An incident resolution
- B. A functional escalation
- C. A service level escalation
- D. A hierarchic escalation
Correct Answer: D 🗳️
Which one of the following is the BEST definition of the term 'service management'?
- A. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
- B. A set of specialized organizational capabilities for providing value to customers in the form of services
- C. The management of functions within an organization to perform certain activities
- D. Units of organizations with roles to perform certain activities
Correct Answer: B 🗳️
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