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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Service management practices - General management practices - Technical management practices |
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Information and technology - Value streams and processes |
| Topic 3: ITIL Guiding Principles | - Core guiding principles
|
| Topic 4: Key Concepts of Service Management | - Value creation through services
|
| Topic 5: ITIL Service Value System (SVS) | - Service Value Chain activities
|
EXIN ITIL Foundation Sample Questions:
Question 1
Which is the correct combination of items that makes up an IT service?
A. People, process and customers
B. Customers, providers and documents
C. Information technology, networks and people
D. Information technology, people and processes
Question 2
Which is an example of an internal customer?
A. A retail bank that outsources its infrastructure to athird-party supplier
B. The HR department whose payroll service is provided by their organization's IT department
C. An IT department that uses a network service obtained from a supplier
D. A customer who has a contract with an internet service provider for a broadband connection
Question 3
Which process is responsible for ensuring that appropriate testing takes place?
A. Release and deployment management
B. Knowledge management
C. Service asset and configuration management
D. Service level management
Question 4
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
A. 2 only
B. Neither of the above
C. 1 only
D. Both of the above
Question 5
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
A. Return on investment (ROI), value on investment (VOI), quality
B. Critical success factors (CSFs), key performance indicators (KPIs), activities
C. Strategic, tactical and operational
D. Technology, process and service
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: D |
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