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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Topic 2: Key Concepts of Service Management | - Value creation through services
|
| Topic 3: The Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Partners and suppliers - Information and technology |
| Topic 4: ITIL Guiding Principles | - Core guiding principles
|
| Topic 5: ITIL Practices Overview | - Technical management practices - Service management practices - General management practices |
EXIN ITIL Foundation Sample Questions:
What BEST describes the customers and users of an IT service provider?
- A. Customers agree the service levels; users buy IT services
- B. Customers design IT services; users test IT services
- C. Customers buy IT services; users use IT services
- D. Customers sell IT services; users improve IT services
Correct Answer: C 🗳️
Which of the following is the correct definition of an outcome?
- A. The results specific to the clauses in a service level agreement (SLA)
- B. All the accumulated knowledge of the service provider
- C. All incidents reported to the service desk
- D. The result of carrying out an activity, following a process or delivering an IT service
Correct Answer: D 🗳️
Which statement should NOT be part of the value proposition for Service Design?
- A. Better balance of technical skills to support live services
- B. Improved Service alignment with business goals
- C. Reduced total cost of ownership
- D. Improved quality of service
Correct Answer: A 🗳️
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
- A. Internal
- B. Service desk
- C. External
- D. Shared services unit
Correct Answer: B 🗳️
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
- A. 2 and 3 only
- B. 1 and 3 only
- C. 1 and 2 only
- D. All of the above
Correct Answer: D 🗳️
