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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - General management practices - Service management practices - Technical management practices |
| ITIL Guiding Principles | - Core guiding principles
|
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Key Concepts of Service Management | - Value creation through services
|
| The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
EXIN ITIL Foundation Sample Questions:
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- A. Customer
- B. Administrator
- C. Supplier
- D. User
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- A. Incident model
- B. Continual service improvement (CSI) approach
- C. The Deming Cycle
- D. RACI model
What is a change of state that has significance for the management of a configuration item (CI) called?
- A. A request for change (RFC.
- B. A baseline
- C. An event
- D. A change to a service level agreement
Remediation planning is BEST described in which of the following ways?
- A. Planning the steps required to be taken if a change is unsuccessful
- B. Planning how to advise the change requestor of a failed change
- C. Planning how to recover the cost of a change
- D. Planning how to compensate a user for a failed change
What is the primary focus of business capacity management?
- A. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- B. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- D. Review of all capacity supplier agreements and underpinning contracts with supplier management
