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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Service Management Practices | 15% | - Change enablement - Problem management - Service request management - Service desk - Incident management |
| General Management Practices | 15% | - Information security management - Service level management - Relationship management - Supplier management - Continual improvement |
| Four Dimensions of Service Management | 15% | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| ITIL Guiding Principles | 15% | - Start where you are - Think and work holistically - Keep it simple and practical - Progress iteratively with feedback - Optimize and automate - Collaborate and promote visibility - Focus on value |
| Service Value Chain | 15% | - Obtain/build - Improve - Plan - Design and transition - Engage - Deliver and support |
EXIN ITIL Foundation Sample Questions:
Why is it important for service providers to understand patterns of business activity (PBA)?
- A. Understanding PBA is the only way to enable accurate service level reporting
- B. PBA are based on organizational roles and responsibilities
- C. Demand for the services delivered by service providers are directly influenced by PBA
- D. IT service providers CANNOT schedule changes until they understand PBA
Correct Answer: C 🗳️
Which term describes if a service is fit for use?
- A. Utility
- B. Warranty
- C. Availability
- D. Serviceability
Correct Answer: B 🗳️
Which one of the following is the BEST definition of the term 'service management'?
- A. Units of organizations with roles to perform certain activities
- B. A set of specialized organizational capabilities for providing value to customers in the form of services
- C. The management of functions within an organization to perform certain activities
- D. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
Correct Answer: B 🗳️
Which of these statements about resources and capabilities is CORRECT?
- A. Capabilities are types of service asset and resources are not
- B. Resources are types of service asset and capabilities are not
- C. Neither capabilities nor resources are types of service asset
- D. Resources and capabilities are both types of service asset
Correct Answer: D 🗳️
Which Functions are included in IT operations management?
- A. Facilities management and release management
- B. IT operations control and facilities management
- C. Network management and application management
- D. Technical management and change management
Correct Answer: B 🗳️
