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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management Practices | 15% | - Service request management - Service desk - Change enablement - Incident management - Problem management |
| Topic 2: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 3: Four Dimensions of Service Management | 15% | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| Topic 4: ITIL Guiding Principles | 15% | - Start where you are - Focus on value - Collaborate and promote visibility - Optimize and automate - Progress iteratively with feedback - Think and work holistically - Keep it simple and practical |
| Topic 5: Service Value Chain | 15% | - Deliver and support - Engage - Improve - Design and transition - Obtain/build - Plan |
| Topic 6: General Management Practices | 15% | - Service level management - Continual improvement - Relationship management - Supplier management - Information security management |
| Topic 7: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
EXIN ITIL Foundation Sample Questions:
Question 1
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
A. Governance
B. Knowledge
C. Information
D. Data
Question 2
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Question 3
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Metrics
C. Inputs and outputs
D. Functions
Question 4
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change
B. A change request
C. A change model
D. A change advisory board
Question 5
Which of the following are the MAIN objectives of incident management?
1 . To automatically detect service-affecting events
2 . To restore normal service operation as quickly as possible
3 . To minimize adverse impacts on business operations
A. 2 and 3 only
B. 1 and 2 only
C. All of the above
D. 1 and 3 only
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: A |
