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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Models and principles used in ITIL - Common ITIL definitions |
| Topic 2: Technology and Architecture Supporting IT Service Management | - How technology facilitates ITIL practices - Overview of tools and technologies |
| Topic 3: Selected Processes, Functions, and Roles | - Key ITIL processes and their purpose - Roles and responsibilities in service management |
| Topic 4: Service Management as a Practice | - Key concepts and terminology - Definition of service management |
| Topic 5: The ITIL Service Lifecycle / Value System | - Service value system and components - Service lifecycle stages or value chain activities |
EXIN ITIL Foundation Sample Questions:
Which one of the following is an objective of release and deployment management?
- A. To standardize methods and procedures used for efficient and prompt handling of all changes
- B. To define and agree release and deployment plans with customers and stakeholders
- C. To ensure that the overall business risk of change is optimized
- D. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
Which one of the following is the purpose of service level management?
- A. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- B. To ensure that an agreed level of IT service is provided for all current IT services
- C. To create and populate a service catalogue
- D. To carry out the service operations activities needed to support current IT services
Where would you expect incident resolution targets to be documented?
- A. A service description
- B. A request for change (RFC)
- C. The service portfolio
- D. A service level agreement (SLA)
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Incident management
- B. Release and deployment management
- C. Demand management
- D. Request fulfilment
What is a RACI model used for?
- A. Recording configuration items
- B. Performance analysis
- C. Defining roles and responsibilities
- D. Monitoring services
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