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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Service Management Practices | 15% | - Incident management - Service request management - Change enablement - Service desk - Problem management |
| Four Dimensions of Service Management | 15% | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| Key Concepts of Service Management | 10% | - Value, services, utility, warranty, outcomes, costs, risks - Service relationships: provider, consumer, sponsor, user |
| ITIL Guiding Principles | 15% | - Start where you are - Focus on value - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Keep it simple and practical |
| Service Value Chain | 15% | - Improve - Engage - Design and transition - Deliver and support - Obtain/build - Plan |
| General Management Practices | 15% | - Relationship management - Information security management - Continual improvement - Supplier management - Service level management |
EXIN ITIL Foundation Sample Questions:
Hierarchic escalation is BEST described as?
- A. Failing to meet the incident resolution times specified in a service level agreement
- B. Notifying more senior levels of management about an incident
- C. Passing an incident to people with a greater level of technical skill
- D. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
Correct Answer: B 🗳️
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Business services
- B. Component services
- C. Customer services
- D. Supporting services
Correct Answer: D 🗳️
Which of the following should be documented in an incident model?
1 . Details of the service level agreement (SLA) pertaining to the incident
2 . Chronological order of steps to resolve the incident
- A. 2 only
- B. Both of the above
- C. Neither of the above
- D. 1 only
Correct Answer: A 🗳️
Which is an example of an internal customer?
- A. An IT department that uses a network service obtained from a supplier
- B. A retail bank that outsources its infrastructure to athird-party supplier
- C. A customer who has a contract with an internet service provider for a broadband connection
- D. The HR department whose payroll service is provided by their organization's IT department
Correct Answer: D 🗳️
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
- A. A hierarchic escalation
- B. A service level escalation
- C. An incident resolution
- D. A functional escalation
Correct Answer: A 🗳️
