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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Guiding Principles | - Core guiding principles
|
| Key Concepts of Service Management | - Value creation through services
|
| ITIL Practices Overview | - Service management practices - General management practices - Technical management practices |
| The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
EXIN ITIL Foundation Sample Questions:
Which statement about Business Cases is TRUE?
- A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
- B. Business Cases should focus on only the financial impacts of the proposed project to secure support and funding
- C. Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support
- D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
Correct Answer: A 🗳️
What is a characteristic of a process?
- A. It does not react to a specific trigger
- B. It is performance driven and measureable
- C. It provides generic technical skills and resources
- D. It requires a specific tool
Correct Answer: B 🗳️
Which process will regularly analyze incident data to identify discernible trends?
- A. Change management
- B. Service level management
- C. Problem management
- D. Event management
Correct Answer: C 🗳️
Which of the following would NOT be contained in a release policy?
- A. Roles and responsibilities for the release
- B. Entry and exit criteria of the release into testing
- C. Naming and numbering conventions
- D. The risk register for the release
Correct Answer: D 🗳️
The BEST description of an incident is:
- A. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
- B. An unplanned interruption to service or a reduction in the quality of service
- C. An unplanned disruption of service unless there is a backup to that service
- D. Any disruption to service whether planned or unplanned
Correct Answer: B 🗳️
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