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EXIN ITIL-F Exam Syllabus Topics:

SectionObjectives
Topic 1: ITIL Practices Overview- Technical management practices
- General management practices
- Service management practices
Topic 2: ITIL Service Value System (SVS)- Service Value Chain activities
  • 1. Design and Transition
    • 2. Plan
      • 3. Obtain/Build
        • 4. Improve
          • 5. Deliver and Support
            • 6. Engage
              Topic 3: ITIL Guiding Principles- Core guiding principles
              • 1. Think and work holistically
                • 2. Optimize and automate
                  • 3. Start where you are
                    • 4. Collaborate and promote visibility
                      • 5. Focus on value
                        • 6. Keep it simple and practical
                          • 7. Progress iteratively with feedback
                            Topic 4: Key Concepts of Service Management- Value creation through services
                            • 1. Service relationships
                              • 2. Utility and warranty concepts
                                Topic 5: The Four Dimensions of Service Management- Value streams and processes
                                - Information and technology
                                - Partners and suppliers
                                - Organizations and people

                                EXIN ITIL Foundation Sample Questions:

                                1. Which of the following is service transition planning and support NOT responsible for?

                                A) Maintaining policies, standards and models for service transition activities and processes
                                B) Detailed planning of the build and test of individual changes
                                C) Coordinating the efforts required to manage multiple simultaneous transitions
                                D) Prioritizing conflicts for service transition resources


                                2. What BEST describes the value of service strategy to the business?

                                A) It reduces the effort spent on managing test and pilot environments
                                B) It supports the creation of a portfolio of quantified services
                                C) It improves the control of service assets and configurations
                                D) It provides quick and effective access to standard services


                                3. The BEST description of an incident is:

                                A) Any disruption to service whether planned or unplanned
                                B) An unplanned interruption to service or a reduction in the quality of service
                                C) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
                                D) An unplanned disruption of service unless there is a backup to that service


                                4. Which one of the following is NOT an objective of problem management?

                                A) Restoring normal service operation as quickly as possible
                                B) Preventing problems and resulting incidents from happening
                                C) Minimizing the impact of incidents that cannot be prevented
                                D) Eliminating recurring incidents


                                5. Which of the following are the MAIN objectives of incident management?
                                1 . To automatically detect service-affecting events
                                2 . To restore normal service operation as quickly as possible
                                3 . To minimize adverse impacts on business operations

                                A) 1 and 2 only
                                B) 1 and 3 only
                                C) All of the above
                                D) 2 and 3 only


                                Solutions:

                                Question # 1
                                Answer: B
                                Question # 2
                                Answer: B
                                Question # 3
                                Answer: B
                                Question # 4
                                Answer: A
                                Question # 5
                                Answer: D

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