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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The ITIL Service Lifecycle / Value System | - Service lifecycle stages or value chain activities - Service value system and components |
| Topic 2: Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| Topic 3: Generic Concepts and Definitions | - Models and principles used in ITIL - Common ITIL definitions |
| Topic 4: Service Management as a Practice | - Definition of service management - Key concepts and terminology |
| Topic 5: Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
EXIN ITIL Foundation Sample Questions:
Which is an objective of event management?
- A. To maintain user satisfaction with the quality of IT services
- B. To provided a channel for users to receive standard services that they are expecting
- C. To minimize the impact of incidents due to service failures that cannot be prevented
- D. To detect changes of state that have significance for management of an IT service
Correct Answer: D 🗳️
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
- A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
- B. Public frameworks are always cheaper to adopt
- C. Public frameworks are prescriptive and tell you exactly what to do
- D. Proprietary knowledge has been tested in a wide range of environments
Correct Answer: A 🗳️
Which of the following statements BEST describes the aims of release and deployment management?
- A. To build, test and deliver the capability to provide the services specified by service design
- B. To ensure that each release package specified by service design consists of a set of related assets and service components
- C. To ensure that all changes can be tracked, tested and verified if appropriate
- D. To record and manage deviations, risks and issues related to the new or changed service
Correct Answer: A 🗳️
Which one of the following statements about incident reporting and logging is CORRECT?
- A. All calls to the service desk must be logged as incidents
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- C. Incidents reported by technical staff must also be logged as problems
- D. Incidents can only be reported by users
Correct Answer: B 🗳️
What BEST describes the value of service transition to the business?
- A. It leads to gradual and continual improvement in service quality
- B. It supports the creation of a catalogue of services
- C. It results in higher volumes of successful change
- D. It provides quick and effective access to standard services
Correct Answer: C 🗳️
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