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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 |
| General Management Practices | 15% | - Service level management - Continual improvement - Information security management - Relationship management - Supplier management |
| Service Management Practices | 15% | - Incident management - Problem management - Service desk - Service request management - Change enablement |
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Start where you are - Focus on value - Keep it simple and practical - Think and work holistically - Progress iteratively with feedback - Optimize and automate |
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Service Value Chain | 15% | - Engage - Improve - Design and transition - Plan - Deliver and support - Obtain/build |
| Four Dimensions of Service Management | 15% | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
EXIN ITIL Foundation Sample Questions:
1. Which processes are responsible for the regular review of underpinning contracts?
A) Supplier management and availability management
B) Supplier management and service level management
C) Supplier management and change management
D) Availability management and service level management
2. What should be documented as part of every process?
A) The policy owner, operational level agreement and set of process steps
B) The process owner, process policy and set of process activities
C) The service owner, service level agreement and set of process procedures
D) The service manager, service contract and set of work instructions
3. Which service lifecycle stage supports the creation of a portfolio of quantified services?
A) Service strategy
B) Service level management
C) Service design
D) Service operation
4. Which of the following is the BEST reason for categorizing incidents?
A) To ensure service levels are met and breaches of agreements are avoided
B) To enable the incident management database to be partitioned for greater efficiency
C) To establish trends for use in problem management and other IT service management (ITSM) activities
D) To identify whether the user is entitled to log an incident for this particular service
5. What processes represent the scope of financial management for IT services?
A) Budgeting, accounting and charging
B) Budgeting, costing and charging
C) Charging, accounting and billing
D) Cost models and invoicing
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
