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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: General Management Practices | 15% | - Service level management - Supplier management - Relationship management - Continual improvement - Information security management |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Topic 3: Service Management Practices | 15% | - Change enablement - Service request management - Incident management - Service desk - Problem management |
| Topic 4: Four Dimensions of Service Management | 15% | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| Topic 5: Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| Topic 6: Service Value Chain | 15% | - Engage - Obtain/build - Improve - Plan - Deliver and support - Design and transition |
| Topic 7: ITIL Guiding Principles | 15% | - Optimize and automate - Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Start where you are - Focus on value |
EXIN ITIL Foundation Sample Questions:
Remediation planning is a key part of which process?
- A. Capacity management
- B. Availability management
- C. Change management
- D. Financial management for IT services
Correct Answer: C 🗳️
What is the pre-authorized change known as?
- A. An ordinary change
- B. A retrospective change
- C. A standard change
- D. A normal change
Correct Answer: C 🗳️
Which of the following is an enabler of best practice?
- A. Internal experience
- B. Academic research
- C. Standards
- D. Technology
Correct Answer: D 🗳️
Which one of the following functions would be responsible for the management of a data centre?
- A. Technical management
- B. Facilities management
- C. Application management
- D. Service desk
Correct Answer: B 🗳️
What are customers of IT services who work in the same organization as the service provider known as?
- A. Strategic customers
- B. Internal customers
- C. Valued customers
- D. External customers
Correct Answer: B 🗳️
Vivian 
Kristin 
Kyle 
Lennon 
Matt 
Shirley 
Tyrone 
Matthew 
Monroe 
Griselda 
Vicky 
York 
Cleveland 
Edwina 
Lucien 
