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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| ITIL Practices Overview | - Technical management practices - General management practices - Service management practices |
| Key Concepts of Service Management | - Value creation through services
|
| ITIL Guiding Principles | - Core guiding principles
|
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
EXIN ITIL Foundation Sample Questions:
Which statement about the emergency change advisory board (ECAB) is CORRECT?
- A. The ECAB will be used for emergency changes where there may not be time to call a full CAB
- B. The ECAB considers every high priority request for change
- C. The ECAB will be chaired by the IT director
- D. Amongst the duties of the ECAB is the review of completed emergency changes
Correct Answer: A 🗳️
What are underpinning contracts used to document?
- A. Metrics and critical success factors (CSFs) for internal support teams
- B. Service levels that have been agreed between the internal service provider and their customer
- C. The provision of IT services or business services by a service provider
- D. The provision of goods and services by third party suppliers
Correct Answer: D 🗳️
Which role is accountable for the operational management of a process?
- A. Service manager
- B. Change manager
- C. Process manager
- D. Process practitioner
Correct Answer: C 🗳️
What should be documented as part of every process?
- A. The service manager, service contract and set of work instructions
- B. The process owner, process policy and set of process activities
- C. The policy owner, operational level agreement and set of process steps
- D. The service owner, service level agreement and set of process procedures
Correct Answer: B 🗳️
In which of the following areas would ITIL complementary guidance provide assistance?
1 . Adapting best practice for specific industry sectors
2 . Integrating ITIL with other operating models
- A. Option 2 only
- B. Both of the above
- C. Option 1 only
- D. Neither of the above
Correct Answer: B 🗳️
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