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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 15% | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
| Topic 2: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 3: Service Management Practices | 15% | - Service request management - Service desk - Incident management - Change enablement - Problem management |
| Topic 4: ITIL Guiding Principles | 15% | - Optimize and automate - Collaborate and promote visibility - Start where you are - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Think and work holistically |
| Topic 5: General Management Practices | 15% | - Information security management - Continual improvement - Supplier management - Relationship management - Service level management |
| Topic 6: Service Value Chain | 15% | - Plan - Obtain/build - Deliver and support - Design and transition - Engage - Improve |
| Topic 7: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
EXIN ITIL Foundation Sample Questions:
Which of the following would NOT be contained in a release policy?
- A. Naming and numbering conventions
- B. The risk register for the release
- C. Roles and responsibilities for the release
- D. Entry and exit criteria of the release into testing
Correct Answer: B 🗳️
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
- A. Project baseline
- B. Configuration baseline
- C. Asset baseline
- D. Change baseline
Correct Answer: B 🗳️
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
- A. Customer assets
- B. Business vision
- C. Customer perceptions
- D. Business activity
Correct Answer: B 🗳️
What is the BEST definition of a definitive media library?
- A. It is a secure library in which the latest versions of authorized software items are stored and protected
- B. It is a set of tools and databases that is used to manage knowledge, information and data
- C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
- D. It is a structured document with definitive information regarding all live IT services, including those available for deployment
Correct Answer: C 🗳️
Which is the CORRECT list of metrics to support CSI activities?
- A. Technology, customer and business
- B. Customer, business and process
- C. Process, technology and service
- D. Business, service and technology
Correct Answer: C 🗳️
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