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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: Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
| Topic 3: The ITIL Service Lifecycle / Value System | - Service lifecycle stages or value chain activities - Service value system and components |
| Topic 4: Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| Topic 5: Service Management as a Practice | - Key concepts and terminology - Definition of service management |
EXIN ITIL Foundation Sample Questions:
1. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
A) No: a known error record should be created with the next release of the service
B) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
C) No: a known error record is created when the original incident is raised
D) No: the Known Error should be created before the problem is logged
2. Which one of the following is an objective of release and deployment management?
A) To ensure that the overall business risk of change is optimized
B) To standardize methods and procedures used for efficient and prompt handling of all changes
C) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
D) To define and agree release and deployment plans with customers and stakeholders
3. Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
A) Underpinning contract
B) Serviceability contract
C) Operational contract
D) Service level contract
4. What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?
A) Specialized service desk
B) Virtual Service desk
C) Centralized Service desk
D) Local service desk
5. Which one of the following is an objective of service catalogue management?
A) Ensuring that the service catalogue is made available to those approved to access it
B) Only ensuring that adequate technical resources are available
C) Negotiating and agreeing service level agreement
D) Negotiating and agreeing operational level agreements
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
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