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EXIN ITIL-F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - General management practices - Technical management practices - Service management practices |
| The Four Dimensions of Service Management | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Key Concepts of Service Management | - Value creation through services
|
| ITIL Service Value System (SVS) | - Service Value Chain activities
|
| ITIL Guiding Principles | - Core guiding principles
|
EXIN ITIL Foundation Sample Questions:
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A. Service transition
- B. Continual service improvement
- C. Service strategy
- D. Service operation
Correct Answer: B 🗳️
What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?
- A. A request for change
- B. An emergency change
- C. An emergency event
- D. An alert
Correct Answer: D 🗳️
Which of the following is NOT an objective of Continual Service Improvement?
- A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
- B. Review and analyze Service Level Achievement results
- C. Conduct activities to deliver and manage services at agreed levels to business users
- D. Identify activities to improve the efficiency of service management processes
Correct Answer: C 🗳️
Which statement about stakeholders is TRUE?
- A. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
- B. Internal customers are always charged for the IT services they receive from the IT service provider organization
- C. External customers are those who work for the same organization as the IT service provider
- D. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
Correct Answer: D 🗳️
Which is the BEST definition of a supplier?
- A. It is a third party responsible for supplying goods or services that are required to deliver IT services
- B. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
- C. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
- D. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
Correct Answer: C 🗳️
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