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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - Technical management practices - General management practices - Service management practices |
| ITIL Guiding Principles | - Core guiding principles
|
| Key Concepts of Service Management | - Value creation through services
|
| The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
EXIN ITIL Foundation Sample Questions:
Which one of the following generates demand for services?
- A. Cost of providing support
- B. Infrastructure trends
- C. Patterns of business activity (PBA.
- D. Service level agreements (SLA.
Which function is responsible for the closure of an incident record?
- A. Event management
- B. Either the service desk or an appropriate third party engineer
- C. The service desk
- D. Any appropriate function
What do major incidents require?
- A. Longer timescales
- B. Less documentation
- C. Less urgency
- D. Separate procedures.
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
- A. 2 only
- B. 1 only
- C. Neither of the above
- D. Both of the above
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
- A. Service level contract
- B. Serviceability contract
- C. Underpinning contract
- D. Operational contract
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