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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Guiding Principles | - Core guiding principles
|
| Topic 2: Key Concepts of Service Management | - Value creation through services
|
| Topic 3: The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| Topic 4: ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Topic 5: ITIL Practices Overview | - General management practices - Technical management practices - Service management practices |
EXIN ITIL Foundation Sample Questions:
1. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
A) Business services
B) Customer services
C) Component services
D) Supporting services
2. What does the continual service improvement (CSI) approach enable a business to achieve?
A) It keeps the communication going within the business.
B) It helps the business in making decisions on improvement initiatives.
C) It helps the stakeholders understand their customers.
D) It dictates the way the business interacts with external suppliers.
3. Which of the following is an example of proactive problem management?
A) Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist
B) Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
C) Trending of historical incident records to identify one or more underlying causes
D) Suspicion or detection of a cause of one or more incidents by the service desk
4. What is the BEST description of an operational level agreement (OLA)?
A) An agreement between the service provider and another part of the same organization
B) A document that describes business services to operational staff
C) A document that describes to a customer how services will be operated on a day-to-day basis
D) An agreement between the service provider and an external organization
5. Within service design, what is the key output handed over to service transition?
A) Service design package
B) Service portfolio design
C) Measurement, methods and metrics
D) Process definitions
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |


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