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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: ITIL Guiding Principles | - Core guiding principles
|
| Topic 4: The Four Dimensions of Service Management | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
| Topic 5: ITIL Practices Overview | - Technical management practices - General management practices - Service management practices |
EXIN ITIL Foundation Sample Questions:
A Service design package (SDP) would normally be produced for which of the following?
1 . A new IT service
2 . A major change to an IT service
3 . An emergency change to an IT service
4 . An IT service retirement
- A. All of the above
- B. 2, 3 and 4 only
- C. 1, 2 and 4 only
- D. None of the above
Correct Answer: C 🗳️
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
- A. Manage an activity
- B. Perform an activity
- C. Be accountable for the outcome of an activity
- D. Be kept up-to-date on the progress of an activity
Correct Answer: D 🗳️
Availability management is directly responsible for the availability of which of the following?
- A. IT services, components and business processes
- B. IT services and business processes
- C. Components and business processes
- D. IT services and components
Correct Answer: D 🗳️
In which of the following should details of a workaround be documented?
- A. The IT service continuity plan
- B. The service level agreement (SLA)
- C. The availability management information system
- D. The problem record
Correct Answer: D 🗳️
What is the best description of an external customer?
- A. Anyone who gets charged for the delivered services
- B. Customers who are not part of the same organization as the service provider
- C. Someone who works in the same organization but in a different business unit to the service provider
- D. Customers for whom the cost of the service is the primary driver
Correct Answer: B 🗳️
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