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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 2: Service Management Practices | 15% | - Problem management - Incident management - Change enablement - Service desk - Service request management |
| Topic 3: ITIL Guiding Principles | 15% | - Think and work holistically - Focus on value - Optimize and automate - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Keep it simple and practical |
| Topic 4: General Management Practices | 15% | - Information security management - Continual improvement - Supplier management - Service level management - Relationship management |
| Topic 5: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 6: Four Dimensions of Service Management | 15% | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| Topic 7: Service Value Chain | 15% | - Improve - Deliver and support - Obtain/build - Design and transition - Engage - Plan |
EXIN ITIL Foundation Sample Questions:
What BEST defines serviceability?
- A. How quickly a service or component can be restored to normal working order
- B. The ability of a third-party supplier to meet the terms of its contract
- C. The part of the business process that is critical to providing the service
- D. How long a service or component can perform its agreed function without failure
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Continual Service improvement
- B. Access Management
- C. Service level management
- D. Change management
Which ITIL process is used to restore normal service operation as quickly as possible?
- A. Incident management
- B. Availability management
- C. Problem management
- D. Service level management
What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to- Wisdom (DIKW)?
- A. The contextual awareness to provide strong common sense judgement
- B. The complete collection of all process management structures in the organization
- C. The complete collection of all data and data repositories in the organization
- D. The knowledge to manage organization processes and people
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 build, test and deliver the capability to provide the services specified by service design
- C. To ensure that each release package specified by service design consists of a set of related assets and service components
- D. To ensure that all changes can be tracked, tested and verified if appropriate
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