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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: General Management Practices | 15% | - Service level management - Information security management - Continual improvement - Supplier management - Relationship management |
| Topic 2: Four Dimensions of Service Management | 15% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
| Topic 3: Service Management Practices | 15% | - Incident management - Service desk - Change enablement - Problem management - Service request management |
| Topic 4: Service Value Chain | 15% | - Engage - Improve - Design and transition - Obtain/build - Deliver and support - Plan |
| Topic 5: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 6: ITIL Guiding Principles | 15% | - Optimize and automate - Collaborate and promote visibility - Keep it simple and practical - Focus on value - Think and work holistically - Progress iteratively with feedback - Start where you are |
| Topic 7: Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
EXIN ITIL Foundation Sample Questions:
Question 1
Which one of the following generates demand for services?
A. Service level agreements (SLA.
B. Patterns of business activity (PBA.
C. Cost of providing support
D. Infrastructure trends
Question 2
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A. Training tool administrators how to manage tools and monitoring tool performance in operational environment
B. Testing the tool and training process managers on using the process
C. Development or purchase of tools and deployment of the tools
D. Development or purchase of tools and deployment of the process
Question 3
Which of the following are CORRECT Service Design Aspects?
1 ) Service Solutions for new or changed services
2 ) Management policies and guidelines
3 ) Business requirements technology and management architectures
4 ) Process requirements technology and management architectures
A. 3 and 4
B. 2 and 3
C. 1 and 2
D. 1 and 4
Question 4
Which statement about the emergency change advisory board (ECAB) is CORRECT?
A. The ECAB will be chaired by the IT director
B. The ECAB considers every high priority request for change
C. Amongst the duties of the ECAB is the review of completed emergency changes
D. The ECAB will be used for emergency changes where there may not be time to call a full CAB
Question 5
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
A. Design co-ordination
B. Transition planning and support
C. Change management
D. Service transition management
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: D | Question 5 Answer: B |
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