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EXIN ITIL-F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain | 15% | - Improve - Obtain/build - Plan - Design and transition - Deliver and support - Engage |
| Topic 2: Service Management Practices | 15% | - Incident management - Service request management - Change enablement - Service desk - Problem management |
| Topic 3: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Start where you are - Progress iteratively with feedback - Think and work holistically - Focus on value - Optimize and automate - Keep it simple and practical |
| Topic 4: Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Topic 5: ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
| Topic 6: General Management Practices | 15% | - Service level management - Information security management - Continual improvement - Supplier management - Relationship management |
| Topic 7: Four Dimensions of Service Management | 15% | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
EXIN ITIL Foundation Sample Questions:
Which of the following identifies the purpose of design coordination?
- A. Designing of all the links between every service design process and all other processes in the service lifecycle
- B. Control of all supplier relationships from design right through to the production environment
- C. Ensuring all service designs have availability designed into them
- D. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
- A. Service level management
- B. Business relationship management
- C. Availability management
- D. Change management
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change advisory board
- B. The change implementer
- C. The change manager
- D. The change authorization board
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
- A. Design co-ordination
- B. Service transition management
- C. Change management
- D. Transition planning and support
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
- A. Business activity
- B. Business vision
- C. Customer perceptions
- D. Customer assets
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