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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Architecture Supporting IT Service Management | - Overview of tools and technologies - How technology facilitates ITIL practices |
| Topic 2: Service Management as a Practice | - Definition of service management - Key concepts and terminology |
| Topic 3: Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
| Topic 4: Selected Processes, Functions, and Roles | - Key ITIL processes and their purpose - Roles and responsibilities in service management |
| Topic 5: The ITIL Service Lifecycle / Value System | - Service value system and components - Service lifecycle stages or value chain activities |
EXIN ITIL Foundation Sample Questions:
1. Which three types of metric support Continual Service Improvement (CSI) activities?
A) Technology metrics, process metrics and service metrics
B) Process metrics, software metrics and financial metrics
C) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
D) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
2. What are sources of best practice?
A) Industry practices, academic research, training and education
B) Substitutes, regulators, customers
C) Competition, compliance, commitments
D) Customers, suppliers, advisors
3. Which is a reason why incident management interfaces with service level management?
A) To ensure that incident resolution times are aligned with business needs
B) To ensure that the status of faulty configuration items (CI) is recorded
C) To ensure that incident workarounds are acceptable to the customers
D) To ensure that problem records are circulated to all customers
4. Which areas are NOT measured by process KPIs?
1 . Technology
2 . Performance
3 . Value
4 . Compliance
A) 1, 2 and 3 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 3 and 4 only
5. Which describes an interface of incident management with service level management?
A) The status of faulty Cis
B) Incident workarounds
C) Incident response times
D) Creating a problem record
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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