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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 - Supplier management - Relationship management |
| Topic 2: ITIL Guiding Principles | 15% | - Keep it simple and practical - Start where you are - Focus on value - Optimize and automate - Collaborate and promote visibility - Progress iteratively with feedback - Think and work holistically |
| Topic 3: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Topic 4: Service Value Chain | 15% | - Deliver and support - Plan - Obtain/build - Engage - Design and transition - Improve |
| Topic 5: Service Management Practices | 15% | - Change enablement - Problem management - Service request management - Incident management - Service desk |
| Topic 6: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 7: Four Dimensions of Service Management | 15% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
EXIN ITIL Foundation Sample Questions:
1. Which of the following are reasons why ITIL is successful?
1 . ITIL is vendor neutral
2 . It does not prescribe actions
3 . ITIL represents best practice
A) 1 and 2 only
B) 1 and 3 only
C) 2 and 3 only
D) All of the above
2. Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
D) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
3. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A) Escalation
B) Prioritization
C) Categorization
D) Detection
4. What is the BEST description of a change proposal?
A) An authorised change submitted to release and deployment
B) An RFC that must be implemented as soon as possible
C) A justification for a change with significant cost or risk
D) Any request for change (RFC. submitted to change management
5. Which of the following should be considered when designing measurement systems, methods and metrics?
1 . The services
2 . The architectures
3 . The configuration items
4 . The processes
A) 1 and 3 only
B) 2 and 4 only
C) 2 and 3 only
D) All of the above
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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