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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 15% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Topic 3: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback - Focus on value - Think and work holistically - Start where you are - Keep it simple and practical |
| Topic 4: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 5: Service Management Practices | 15% | - Change enablement - Problem management - Service request management - Incident management - Service desk |
| Topic 6: Service Value Chain | 15% | - Obtain/build - Improve - Design and transition - Plan - Engage - Deliver and support |
| Topic 7: General Management Practices | 15% | - Relationship management - Continual improvement - Supplier management - Information security management - Service level management |
EXIN ITIL Foundation Sample Questions:
Which of the following is NOT an objective of service transition?
- A. To provide training and certification in project management
- B. To ensure that a service can be managed, operated and supported
- C. To provide quality knowledge and information about services and service assets
- D. To plan and manage the capacity and resource requirements to manage a release
Correct Answer: A 🗳️
Which one of the following is the BEST definition of an event?
- A. An unplanned interruption to an IT service or a reduction in the quality of an IT service
- B. The unknown cause of one or more incidents that have an impact on an IT service
- C. Any change of state that has significance for the management of a configuration item (CI) or IT service
- D. Reducing or eliminating the cause of an incident or problem
Correct Answer: C 🗳️
Which of the following are valid parts of the service portfolio?
1 . Service pipeline
2 . Service knowledge management system (SKMS)
3 . Service catalogue
- A. 3 only
- B. All of the above
- C. 1 and 2 only
- D. 1 and 3 only
Correct Answer: D 🗳️
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
- A. Service portfolio management
- B. Service capacity management
- C. Service level management
- D. Service catalogue 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. A functional escalation
- B. A service level escalation
- C. A hierarchic escalation
- D. An incident resolution
Correct Answer: C 🗳️
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