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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Topic 2: Key Concepts of Service Management | - Value creation through services
|
| Topic 3: ITIL Guiding Principles | - Core guiding principles
|
| Topic 4: The Four Dimensions of Service Management | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
| Topic 5: ITIL Practices Overview | - General management practices - Technical management practices - Service management practices |
EXIN ITIL Foundation Sample Questions:
1. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
A) Service Strategy
B) Continual Service Improvement
C) Service Operation
D) Service Design
2. Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only
3. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
A) User
B) Supplier
C) Customer
D) Administrator
4. Which is responsible for the production of the service design package (SDP)?
A) Service catalogue management
B) Design coordination
C) Service design
D) Service portfolio management
5. Which is an objective of access management?
A) To minimize the impact of incidents that cannot be prevented.
B) To efficiently respond to requests for granting access to services.
C) To assist with general information, complains or comments.
D) To defect changes of state that have significance for management of an IT service.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
