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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Selected Processes, Functions, and Roles | - Roles and responsibilities in service management - Key ITIL processes and their purpose |
| Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| Service Management as a Practice | - Key concepts and terminology - Definition of service management |
| The ITIL Service Lifecycle / Value System | - Service lifecycle stages or value chain activities - Service value system and components |
| Generic Concepts and Definitions | - Common ITIL definitions - Models and principles used in ITIL |
EXIN ITIL Foundation Sample Questions:
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
- A. A service option
- B. A service transition package (STP)
- C. A service design package (SDP)
- D. A service charter
Correct Answer: C 🗳️
Which of the following CANNOT be provided by a tool?
- A. Knowledge
- B. Wisdom
- C. Information
- D. Data
Correct Answer: B 🗳️
Which one of the following statements about incident reporting and logging is CORRECT?
- A. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- B. Incidents reported by technical staff must also be logged as problems
- C. Incidents can only be reported by users
- D. All calls to the service desk must be logged as incidents
Correct Answer: A 🗳️
Which one of the following is the BEST description of a service level agreement (SLA)?
- A. An agreement between the service provider and their customer
- B. An agreement between a service provider and an external supplier
- C. The part of a contract that specifies the responsibilities of each party
- D. An agreement between the service provider and an internal organization
Correct Answer: A 🗳️
Access management is responsible for implementing policies defined in which process?
- A. Change management
- B. Information security management
- C. Service portfolio management
- D. Problem management
Correct Answer: B 🗳️
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