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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The ITIL Service Lifecycle / Value System | - Service value system and components - Service lifecycle stages or value chain activities |
| Technology and Architecture Supporting IT Service Management | - Overview of tools and technologies - How technology facilitates ITIL practices |
| Service Management as a Practice | - Definition of service management - Key concepts and terminology |
| Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
EXIN ITIL Foundation Sample Questions:
1. Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A) Release management
B) Availability management
C) Design coordination
D) Capacity management
2. Which statement about the known error database (KEDB) is CORRECT?
A) It is a part of the configuration management database (CMDB) and contains workarounds
B) It is maintained by problem management andis used by the service desk to help resolve incidents
C) It is maintained by incident management and contains solutions to be implemented by problem management
D) It is maintained by the service desk and updated with the details of each new incident
3. How many people should be accountable for a process as defined in the RACI model
A) Only one - the process owner
B) As many as necessary to complete the activity
C) Only one - the process architect
D) Two - the process owner and the process enactor
4. Which one of the following includes four stages called Plan, Do, Check and Act?
A) The service lifecycle
B) The continual service improvement approach
C) The seven-step improvement process
D) The Deming Cycle
5. What service could include a differentiation as an "excitement factor"?
A) An enabling service
B) A packaged service
C) A core service
D) An enhancing service
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: D |
