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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: General Management Practices | 15% | - Information security management - Relationship management - Service level management - Supplier management - Continual improvement |
| Topic 2: Service Management Practices | 15% | - Service desk - Incident management - Problem management - Change enablement - Service request management |
| Topic 3: Service Value Chain | 15% | - Deliver and support - Obtain/build - Design and transition - Improve - Plan - Engage |
| Topic 4: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 5: Four Dimensions of Service Management | 15% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| Topic 6: ITIL Guiding Principles | 15% | - Optimize and automate - Collaborate and promote visibility - Think and work holistically - Start where you are - Focus on value - Keep it simple and practical - Progress iteratively with feedback |
| Topic 7: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
EXIN ITIL Foundation Sample Questions:
Which of the following is NOT a valid objective of problem management?
- A. To restore service to a user
- B. To eliminate recurring incidents
- C. To manage problems throughout their lifecycle
- D. To prevent problems and their resultant Incidents
Correct Answer: A 🗳️
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Change management
- B. Service level management
- C. Availability management
- D. Continual service improvement
Correct Answer: B 🗳️
What is a RACI model used for?
- A. Performance analysis
- B. Defining roles and responsibilities
- C. Recording configuration items
- D. Monitoring services
Correct Answer: B 🗳️
Which of the following statements BEST describes the aims of release and deployment management?
- A. To record and manage deviations, risks and issues related to the new or changed service
- B. To ensure that each release package specified by service design consists of a set of related assets and service components
- C. To build, test and deliver the capability to provide the services specified by service design
- D. To ensure that all changes can be tracked, tested and verified if appropriate
Correct Answer: C 🗳️
Which of the following is the BEST reason for categorizing incidents?
- A. To ensure service levels are met and breaches of agreements are avoided
- B. To enable the incident management database to be partitioned for greater efficiency
- C. To identify whether the user is entitled to log an incident for this particular service
- D. To establish trends for use in problem management and other IT service management (ITSM) activities
Correct Answer: D 🗳️
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