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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:
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
Correct Answer: C 🗳️
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
Correct Answer: D 🗳️
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
Correct Answer: C 🗳️
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).
Correct Answer: B 🗳️
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
Correct Answer: C 🗳️
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