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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Four Dimensions of Service Management | 15% | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
| Service Management Practices | 15% | - Problem management - Incident management - Change enablement - Service desk - Service request management |
| ITIL Guiding Principles | 15% | - Start where you are - Optimize and automate - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Keep it simple and practical - Think and work holistically |
| General Management Practices | 15% | - Supplier management - Information security management - Relationship management - Continual improvement - Service level management |
| Service Value Chain | 15% | - Improve - Design and transition - Obtain/build - Plan - Deliver and support - Engage |
EXIN ITIL Foundation Sample Questions:
1. ITSM concepts are often described in the context of only one of these type. Type I, type II and type III
A) Customers
B) Service Providers
C) Business Units
D) Service Units
2. Which one of the following is the purpose of service level management?
A) To create and populate a service catalogue
B) To ensure that an agreed level of IT service is provided for all current IT services
C) To carry out the service operations activities needed to support current IT services
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services
3. What are underpinning contracts used to document?
A) Service levels that have been agreed between the internal service provider and their customer
B) Metrics and critical success factors (CSFs) for internal support teams
C) The provision of IT services or business services by a service provider
D) The provision of goods and services by third party suppliers
4. Which of the following are benefits to the business of implementing service transition?
1 . Better reuse and sharing of assets across projects and resources
2 . Reduced cost to design new services
3 . Result in higher volume of successful changes
A) 1 and 2 only
B) None of the above
C) 2 and 3 only
D) 1 and 3 only
5. What are customers of IT services who do NOT work in the same organization as the service provider known as?
A) External customers
B) Strategic customers
C) Internal customers
D) Valued customers
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
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