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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
| Topic 2: Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| Topic 3: The ITIL Service Lifecycle / Value System | - Service lifecycle stages or value chain activities - Service value system and components |
| Topic 4: Service Management as a Practice | - Key concepts and terminology - Definition of service management |
| Topic 5: Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
EXIN ITIL Foundation Sample Questions:
1. Which of the following should be done when closing an incident?
1 . Check the incident categorization and correct it if necessary
2 . Check that the user is satisfied with the outcome
A) Both of the above
B) 2 only
C) 1 only
D) Neither of the above
2. What are customers of IT services who work in the same organization as the service provider known as?
A) Internal customers
B) External customers
C) Strategic customers
D) Valued customers
3. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
A) User
B) Supplier
C) Administrator
D) Customer
4. Which one of the following is it the responsibility of supplier management to negotiate and agree?
A) The service portfolio
B) Service level agreements (SLAs)
C) Operational level agreements (OLAs)
D) Third-party contracts
5. Which process is responsible for the availability, confidentiality and integrity of data?
A) Service asset and configuration management
B) Information security management
C) Change management
D) Service catalogue management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |
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