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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
| The Four Dimensions of Service Management | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| ITIL Practices Overview | - General management practices - Service management practices - Technical management practices |
| ITIL Guiding Principles | - Core guiding principles
|
| Key Concepts of Service Management | - Value creation through services
|
EXIN ITIL Foundation Sample Questions:
1. Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A) Service portfolio management
B) Request fulfilment
C) Service level management
D) Demand management
2. Which process is responsible for providing the rights to use an IT service?
A) Access management
B) Request fulfillment
C) Change management
D) Incident management
3. Which process is responsible for discussing reports with customers showing whether services have met their targets?
A) Availability management
B) Change management
C) Continual service improvement
D) Service level management
4. Which service lifecycle stage provides the following values to the business?
A) Service design
B) Service operation
C) Service transition
D) Service strategy
5. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
A) 2 only
B) 1 only
C) Neither of the above
D) Both of the above
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
