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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain | 15% | - Design and transition - Engage - Obtain/build - Plan - Improve - Deliver and support |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Topic 3: Four Dimensions of Service Management | 15% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Topic 4: General Management Practices | 15% | - Supplier management - Relationship management - Continual improvement - Information security management - Service level management |
| Topic 5: ITIL Guiding Principles | 15% | - Think and work holistically - Progress iteratively with feedback - Keep it simple and practical - Optimize and automate - Start where you are - Focus on value - Collaborate and promote visibility |
| Topic 6: Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| Topic 7: Service Management Practices | 15% | - Service desk - Service request management - Problem management - Change enablement - Incident management |
EXIN ITIL Foundation Sample Questions:
Question 1
Where are the details of core and enhancing service provided?
A. The service catalogue.
B. The definitive media library.
C. The configuration management system.
D. The service portfolio.
Question 2
Which is one of the five aspects of service design?
A. Management policy for business case creation
B. Corporate governance and policy
C. Risk analysis and management approach
D. Management information systems and tools
Question 3
From the perspective of the service provider, who is the person or group that agrees their service targets?
A. The customer
B. The supplier
C. The user
D. The administrator
Question 4
Which one of the following activities would be performed by access management?
A. Managing the rights to use a service or group of services
B. Providing physical security for staff at data centres and other buildings
C. Managing access to computer rooms and other secure locations
D. Managing access to the service desk
Question 5
What BEST describes the value of service design to the business?
A. It improves the control of service assets and configurations
B. It reduces total cost of ownership (TCO) of services
C. It provides quick and effective access to standard services
D. It supports the creation of a portfolio of quantified services
Solutions:
| Question 1 Answer: D | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: A | Question 5 Answer: B |
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