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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: General Management Practices | 15% | - Service level management - Continual improvement - Information security management - Relationship management - Supplier management |
| Topic 2: ITIL Guiding Principles | 15% | - Focus on value - Think and work holistically - Start where you are - Keep it simple and practical - Optimize and automate - Progress iteratively with feedback - Collaborate and promote visibility |
| Topic 3: Service Management Practices | 15% | - Service desk - Problem management - Incident management - Change enablement - Service request management |
| Topic 4: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Topic 5: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 6: Four Dimensions of Service Management | 15% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| Topic 7: Service Value Chain | 15% | - Engage - Design and transition - Deliver and support - Obtain/build - Plan - Improve |
EXIN ITIL Foundation Sample Questions:
1. An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
A) An incident resolution
B) A service level escalation
C) A hierarchic escalation
D) A functional escalation
2. Which service lifecycle stage provides the following values to the business?
A) Service strategy
B) Service transition
C) Service design
D) Service operation
3. Which of the following is NOT an objective of request fulfillment?
A) To provide a channel for users to request and receive standard services
B) To source and deliver the components of standard services that have been requested
C) To provide information to users about what services are available and how to request them
D) To update the service catalogue with services that may be requested through the service desk
4. What is the PRIMARY process for strategic communication with the service provider's customers?
A) Business relationship management
B) Service portfolio management
C) Service desk
D) Service catalogue management
5. Which one of the following activities would be performed by access management?
A) Providing physical security for staff at data centres and other buildings
B) Managing access to computer rooms and other secure locations
C) Managing access to the service desk
D) Managing the rights to use a service or group of services
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
