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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 15% | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| 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% | - Overview and purpose of SVS - Governance |
| ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Keep it simple and practical - Think and work holistically - Optimize and automate - Start where you are - Focus on value - Progress iteratively with feedback |
| Service Management Practices | 15% | - Change enablement - Service desk - Incident management - Service request management - Problem management |
| Service Value Chain | 15% | - Plan - Obtain/build - Design and transition - Engage - Deliver and support - Improve |
| General Management Practices | 15% | - Information security management - Service level management - Relationship management - Supplier management - Continual improvement |
EXIN ITIL Foundation Sample Questions:
Which one of the following is NOT an objective of problem management?
- A. Restoring normal service operation as quickly as possible
- B. Eliminating recurring incidents
- C. Preventing problems and resulting incidents from happening
- D. Minimizing the impact of incidents that cannot be prevented
Correct Answer: A 🗳️
Which is the BEST definition of a supplier?
- A. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
- B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
- C. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
- D. It is a third party responsible for supplying goods or services that are required to deliver IT services
Correct Answer: C 🗳️
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- A. Accreditors
- B. Regulators
- C. Stakeholders
- D. Employers
Correct Answer: C 🗳️
Which function is responsible for the closure of an incident record?
- A. Either the service desk or an appropriate third party engineer
- B. The service desk
- C. Any appropriate function
- D. Event management
Correct Answer: B 🗳️
Consider the following list:
1 . Change authority
2 . Change manager
3 . Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
- A. Job descriptions
- B. Roles, people or groups
- C. Functions
- D. Teams
Correct Answer: B 🗳️
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