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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - General management practices - Technical management practices - Service management practices |
| Topic 2: The Four Dimensions of Service Management | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| Topic 3: ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Topic 4: ITIL Guiding Principles | - Core guiding principles
|
| Topic 5: Key Concepts of Service Management | - Value creation through services
|
EXIN ITIL Foundation Sample Questions:
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Supplier management
- B. Release and deployment management
- C. Service catalogue management
- D. Change management
Correct Answer: A 🗳️
Which is an objective of event management?
- A. To detect changes of state that have significance for management of an IT service
- B. To maintain user satisfaction with the quality of IT services
- C. To minimize the impact of incidents due to service failures that cannot be prevented
- D. To provided a channel for users to receive standard services that they are expecting
Correct Answer: A 🗳️
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 and is used by the service desk to help resolve incidents
- C. It is maintained by the service desk and updated with the details of each new incident
- D. It is maintained by incident management and contains solutions to be implemented by problem Management
Correct Answer: B 🗳️
Which of the following is an enabler of best practice?
- A. Standards
- B. Internal experience
- C. Technology
- D. Academic research
Correct Answer: C 🗳️
What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to- Wisdom (DIKW)?
- A. The knowledge to manage organization processes and people
- B. The complete collection of all process management structures in the organization
- C. The complete collection of all data and data repositories in the organization
- D. The contextual awareness to provide strong common sense judgement
Correct Answer: D 🗳️
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