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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 2: General Management Practices | 15% | - Continual improvement - Service level management - Supplier management - Information security management - Relationship management |
| Topic 3: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 4: Service Management Practices | 15% | - Problem management - Change enablement - Incident management - Service request management - Service desk |
| Topic 5: Four Dimensions of Service Management | 15% | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
| Topic 6: ITIL Guiding Principles | 15% | - Focus on value - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Start where you are |
| Topic 7: Service Value Chain | 15% | - Plan - Obtain/build - Deliver and support - Improve - Design and transition - Engage |
EXIN ITIL Foundation Sample Questions:
What BEST describes the value of continual service improvement to the business?
- A. It improves governance by building controls into service designs
- B. It supports the creation of a portfolio of quantified services
- C. It provides quick and effective access to standard services
- D. It results in gradual improvement in cost effectiveness
Which one of the following is an objective of release and deployment management?
- A. To ensure that the overall business risk of change is optimized
- B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
- C. To define and agree release and deployment plans with customers and stakeholders
- D. To standardize methods and procedures used for efficient and prompt handling of all changes
Which reason describes why ITIL is so successful?
- A. The five ITIL volumes are concise
- B. It is not tied to any particular vendor platform
- C. It is designed to be used to manage projects
- D. It tells service providers exactly how to be successful
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. The change schedule
- C. The service portfolio
- D. A configuration management database (CMDB)
In service design, which term describes services, technologies and tools?
- A. Products
- B. People
- C. Partners
- D. Processes
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