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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Value creation through services
|
| Topic 2: ITIL Practices Overview | - General management practices - Technical management practices - Service management practices |
| Topic 3: The Four Dimensions of Service Management | - Organizations and people - Information and technology - Value streams and processes - Partners and suppliers |
| Topic 4: ITIL Guiding Principles | - Core guiding principles
|
| Topic 5: ITIL Service Value System (SVS) | - Service Value Chain activities
|
EXIN ITIL Foundation Sample Questions:
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- A. Service level management
- B. Request fulfilment
- C. Service portfolio management
- D. Demand management
Correct Answer: B 🗳️
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
- A. Service level management
- B. Event management
- C. Problem management
- D. Change management
Correct Answer: C 🗳️
A process owner is responsible for which of the following?
1 . Defining the process strategy
2 . Assisting with process design
3 . Improving the process
4 . Performing all activities involved in a process
- A. All of the above
- B. 1, 2 and 4 only
- C. 2, 3 and 4 only
- D. 1, 2 and 3 only
Correct Answer: D 🗳️
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change manager
- B. The change authorization board
- C. The change implementer
- D. The change advisory board
Correct Answer: D 🗳️
What BEST describes the value of service strategy to the business?
- A. It improves the control of service assets and configurations
- B. It supports the creation of a portfolio of quantified services
- C. It provides quick and effective access to standard services
- D. It reduces the effort spent on managing test and pilot environments
Correct Answer: B 🗳️
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