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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| The ITIL Service Lifecycle / Value System | - Service value system and components - Service lifecycle stages or value chain activities |
| Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
| Service Management as a Practice | - Definition of service management - Key concepts and terminology |
| Selected Processes, Functions, and Roles | - Key ITIL processes and their purpose - Roles and responsibilities in service management |
EXIN ITIL Foundation Sample Questions:
1. Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
A) Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B) Public frameworks are always cheaper to adopt
C) Proprietary knowledge has been tested in a wide range of environments
D) Public frameworks are prescriptive and tell you exactly what to do
2. Which of the following is the best definition of IT service management?
A) Technical implementation of supporting IT infrastructure components
B) An internal service provider that is embedded within a business unit
C) A complete set of all the documentation required to deliver world class services to customers
D) The implementation and management of quality IT services that meet business needs
3. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A) RACI model
B) Incident model
C) Continual service improvement (CSI) approach
D) The Deming Cycle
4. Which of the following is service transition planning and support NOT responsible for?
A) Prioritizing conflicts for service transition resources
B) Coordinating the efforts required to manage multiple simultaneous transitions
C) Maintaining policies, standards and models for service transition activities and processes
D) Detailed planning of the build and test of individual changes
5. Which three types of metric support Continual Service Improvement (CSI) activities?
A) Technology metrics, process metrics and service metrics
B) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
C) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
D) Process metrics, software metrics and financial metrics
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
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