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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain | 15% | - Obtain/build - Plan - Improve - Engage - Design and transition - Deliver and support |
| Four Dimensions of Service Management | 15% | - Value streams and processes - Information and technology - Partners and suppliers - Organizations and people |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Progress iteratively with feedback - Think and work holistically - Focus on value - Collaborate and promote visibility - Optimize and automate - Start where you are |
| 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 |
| Service Management Practices | 15% | - Service request management - Service desk - Incident management - Change enablement - Problem management |
| General Management Practices | 15% | - Information security management - Supplier management - Service level management - Relationship management - Continual improvement |
EXIN ITIL Foundation Sample Questions:
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
- A. Service level contract
- B. Operational contract
- C. Serviceability contract
- D. Underpinning contract
Correct Answer: D 🗳️
What BEST describes the purpose of analyzing risk?
- A. To assess impact and probability
- B. To review remediation planning
- C. To review transition planning
- D. To assess impact and urgency
Correct Answer: A 🗳️
Which of the following is the BEST description of a centralized service desk?
- A. The desk provides 24 hour global support
- B. There is a single desk in one location serving the whole organization
- C. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- D. The desk is co-located within or physically close to the user community it serves
Correct Answer: B 🗳️
How are groups, teams, departments and divisions classified?
- A. Functions
- B. Roles
- C. Technicians
- D. Processes
Correct Answer: A 🗳️
Which one of the following is an objective of service catalogue management?
- A. Ensuring that the service catalogue is made available to those approved to access it
- B. Negotiating and agreeing service level agreement
- C. Only ensuring that adequate technical resources are available
- D. Negotiating and agreeing operational level agreements
Correct Answer: A 🗳️
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