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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Generic Concepts and Definitions | - Models and principles used in ITIL - Common ITIL definitions |
| Technology and Architecture Supporting IT Service Management | - Overview of tools and technologies - How technology facilitates ITIL practices |
| Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| The ITIL Service Lifecycle / Value System | - Service value system and components - Service lifecycle stages or value chain activities |
| Service Management as a Practice | - Definition of service management - Key concepts and terminology |
EXIN ITIL Foundation Sample Questions:
Which statement about stakeholders is TRUE?
- A. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
- B. Internal customers are always charged for the IT services they receive from the IT service provider organization
- C. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
- D. External customers are those who work for the same organization as the IT service provider
Correct Answer: C 🗳️
Which two processes will contribute MOST to enabling effective problem detection?
- A. Knowledge and service level management
- B. Change and release and deployment management
- C. Incident and event management
- D. Incident and financial management
Correct Answer: C 🗳️
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
- A. 2 only
- B. All of the above
- C. 3 only
- D. 1 only
Correct Answer: B 🗳️
Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers
- A. All of the above
- B. 1 and 2 only
- C. 2 and 3 only
- D. 1 and 3 only
Correct Answer: A 🗳️
What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?
- A. An alert
- B. An emergency change
- C. A request for change
- D. An emergency event
Correct Answer: A 🗳️
