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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
| ITIL Guiding Principles | - Core guiding principles
|
| ITIL Practices Overview | - Service management practices - Technical management practices - General management practices |
| Key Concepts of Service Management | - Value creation through services
|
| The Four Dimensions of Service Management | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
EXIN ITIL Foundation Sample Questions:
Which of the following should be considered when designing measurement systems, methods and metrics?
1 . The services
2 . The architectures
3 . The configuration items
4 . The processes
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 2 and 4 only
What term describes assurance that a product or service will meet its agreed requirements?
- A. Utility
- B. Underpinning contract
- C. Service level agreement
- D. Warranty
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Which of the following are types of service defined in ITIL?
1 . Enabling
2 . Core
3 . Enhancing
4 . Computer
- A. 2, 3 and 4 only
- B. 1, 2 and 3 only
- C. 1, 3 and 4 only
- D. 1, 2 and 4 only
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
- A. A hierarchic escalation
- B. An incident resolution
- C. A functional escalation
- D. A service level escalation
What BEST defines roles and responsibilities in relation to process and activities?
- A. Configuration baseline
- B. RACI matrix
- C. Service model
- D. Human resource model
