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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Topic 2: Key Concepts of Service Management | - Value creation through services
|
| Topic 3: ITIL Guiding Principles | - Core guiding principles
|
| Topic 4: ITIL Practices Overview | - Service management practices - Technical management practices - General management practices |
| Topic 5: The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
EXIN ITIL Foundation Sample Questions:
Which statement is CORRECT?
- A. A function is a set of responsibilities allocated to a service manager
- B. A process is a team or group of people and the tools they use to perform one or more activities
- C. A function is a set of specialised organisational capabilities
- D. A process is a structured set of activities designed to accomplish a specific objective
Correct Answer: D 🗳️
What are customers of IT services who do NOT work in the same organization as the service provider known as?
- A. Internal customers
- B. Valued customers
- C. Strategic customers
- D. External customers
Correct Answer: D 🗳️
Which statement about services is CORRECT?
- A. External services are provided to business units in the same organisation
- B. Internal services are delivered to external customers
- C. External services are delivered to external customers
- D. Internal services are provided by suppliers to the internal IT department
Correct Answer: D 🗳️
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
- A. Implement
- B. Measure
- C. Do
- D. Perform
Correct Answer: C 🗳️
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Customer services
- B. Component services
- C. Business services
- D. Supporting services
Correct Answer: D 🗳️
