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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Guiding Principles | - Core guiding principles
|
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| Topic 3: ITIL Practices Overview | - Technical management practices - General management practices - Service management practices |
| Topic 4: Key Concepts of Service Management | - Value creation through services
|
| Topic 5: ITIL Service Value System (SVS) | - Service Value Chain activities
|
EXIN ITIL Foundation Sample Questions:
1. What BEST describes the value of continual service improvement to the business?
A) It improves governance by building controls into service designs
B) It supports the creation of a portfolio of quantified services
C) It results in gradual improvement in cost effectiveness
D) It provides quick and effective access to standard services
2. The BEST description of an incident is:
A) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
B) Any disruption to service whether planned or unplanned
C) An unplanned disruption of service unless there is a backup to that service
D) An unplanned interruption to service or a reduction in the quality of service
3. What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?
A) An emergency change
B) An emergency event
C) An alert
D) A request for change
4. Which is the BEST definition of a service?
A) is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B) It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
C) It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
D) It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
5. Which of the following is best definition of IT service management?
A) An internal service provider that is embedded within a business unit
B) A complete set of all the documentation required to deliver world class services to customers
C) The implementation and management of quality IT services that meet business needs
D) Technical implementation of supporting IT infrastructure components
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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