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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
| Selected Processes, Functions, and Roles | - Key ITIL processes and their purpose - Roles and responsibilities in service management |
| The ITIL Service Lifecycle / Value System | - Service lifecycle stages or value chain activities - Service value system and components |
| Service Management as a Practice | - Key concepts and terminology - Definition of service management |
EXIN ITIL Foundation Sample Questions:
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Escalation
- B. Detection
- C. Categorization
- D. Prioritization
Correct Answer: C 🗳️
What are the two MAJOR activities in problem management?
- A. Reactive and technical
- B. Proactive and reactive
- C. Technical and service
- D. Resource and proactive
Correct Answer: B 🗳️
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
- A. The service knowledge management system (SKMS)
- B. A configuration management database (CMDB)
- C. The service portfolio
- D. The change schedule
Correct Answer: A 🗳️
Which tool helps with defining accountability and responsibility within processes?
- A. A RACI model
- B. A project charter
- C. A CSI register
- D. A communications plan
Correct Answer: A 🗳️
Which is the BEST definition of a service?
- A. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
- B. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
- C. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
- 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: C 🗳️
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