Exam Code: ITIL-F
Exam Name: ITIL Foundation
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL-F Exam Syllabus Topics:

SectionWeightObjectives
Service Management Practices15%- Service desk
- Incident management
- Service request management
- Problem management
- Change enablement
Key Concepts of Service Management10%- Value, services, utility, warranty, outcomes, costs, risks
- Service relationships: provider, consumer, sponsor, user
General Management Practices15%- Supplier management
- Information security management
- Continual improvement
- Service level management
- Relationship management
Service Value Chain15%- Deliver and support
- Obtain/build
- Engage
- Plan
- Improve
- Design and transition
Four Dimensions of Service Management15%- Organizations and people
- Value streams and processes
- Partners and suppliers
- Information and technology
ITIL Guiding Principles15%- Start where you are
- Think and work holistically
- Optimize and automate
- Progress iteratively with feedback
- Collaborate and promote visibility
- Focus on value
- Keep it simple and practical
ITIL Service Value System (SVS)15%- Overview and purpose of SVS
- Governance

EXIN ITIL Foundation Sample Questions:

1. Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A) Service transition management
B) Design co-ordination
C) Transition planning and support
D) Change management


2. Which of the following BEST describes a service level agreement (SLA.?

A) A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
B) A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
C) An agreement between an IT service provider and another part of the same organization that assists with the provision of services
D) The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise


3. When can a known error record be raised?
1 . At any time it would be useful to do so
2 . After a workaround has been found

A) 2 only
B) Neither of the above
C) 1 only
D) Both of the above


4. Availability management is directly responsible for the availability of which of the following?

A) IT services and components
B) IT services and business processes
C) Components and business processes
D) IT services, components and business processes


5. Which one of the following would NOT involve event management?

A) Monitoring the status of configuration items
B) Recording service desk staff absence
C) Intrusion detection
D) Recording and monitoring environmental conditions in the data centre


Solutions:

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

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