EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The ITIL Service Lifecycle / Value System | - Service lifecycle stages or value chain activities - Service value system and components |
| Generic Concepts and Definitions | - Models and principles used in ITIL - Common ITIL definitions |
| Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| Service Management as a Practice | - Key concepts and terminology - Definition of service management |
EXIN ITIL Foundation Sample Questions:
1. The BEST description of an incident is:
A) An unplanned interruption to service or a reduction in the quality of service
B) An unplanned disruption of service unless there is a backup to that service
C) Any disruption to service whether planned or unplanned
D) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
2. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A) Critical success factors (CSFs), key performance indicators (KPIs), activities
B) Return on investment (ROI), value on investment (VOI), quality
C) Strategic, tactical and operational
D) Technology, process and service
3. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A) The change advisory board
B) The change manager
C) The change authorization board
D) The change implementer
4. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A) Change management
B) Event management
C) Service level management
D) Problem management
5. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
A) Training of all staff and investment of capital
B) Training in risk management for all staff and identification of risks
C) Identification of risk, analysis and management of the exposure to risk
D) Control of exposure to risk and investment of capital
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |
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