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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management Practices | 15% | - Problem management - Service request management - Incident management - Change enablement - Service desk |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Start where you are - Optimize and automate - Progress iteratively with feedback - Focus on value - Think and work holistically - Collaborate and promote visibility |
| Service Value Chain | 15% | - Plan - Improve - Engage - Deliver and support - Obtain/build - Design and transition |
| Four Dimensions of Service Management | 15% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| General Management Practices | 15% | - Relationship management - Service level management - Supplier management - Continual improvement - Information security management |
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
EXIN ITIL Foundation Sample Questions:
What BEST describes the value of service strategy to the business?
- A. It supports the creation of a portfolio of quantified services
- B. It provides quick and effective access to standard services
- C. It improves the control of service assets and configurations
- D. It reduces the effort spent on managing test and pilot environments
Correct Answer: A 🗳️
What is used to control a process?
- A. Functions
- B. Objectives
- C. Inputs
- D. Stakeholders
Correct Answer: B 🗳️
What is a characteristic of a process?
- A. It requires a specific tool
- B. It is performance driven and measurable
- C. It does not react to a specific trigger
- D. It provides generic technical skills and resources
Correct Answer: B 🗳️
Which process analyses services that are no longer viable and when they should be retired?
- A. Change management
- B. Business relationship management
- C. Service portfolio management
- D. Service level management
Correct Answer: C 🗳️
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
- A. Did we get there?
- B. Where do we want to be?
- C. How do we get there?
- D. Where are we now?
Correct Answer: B 🗳️
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