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Last Updated: Aug 20, 2026

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EXIN ITIL-F Exam Syllabus Topics:

SectionObjectives
Topic 1: The Four Dimensions of Service Management- Partners and suppliers
- Organizations and people
- Value streams and processes
- Information and technology
Topic 2: ITIL Service Value System (SVS)- Service Value Chain activities
  • 1. Plan
    • 2. Deliver and Support
      • 3. Engage
        • 4. Improve
          • 5. Obtain/Build
            • 6. Design and Transition
              Topic 3: ITIL Practices Overview- General management practices
              - Service management practices
              - Technical management practices
              Topic 4: Key Concepts of Service Management- Value creation through services
              • 1. Service relationships
                • 2. Utility and warranty concepts
                  Topic 5: ITIL Guiding Principles- Core guiding principles
                  • 1. Focus on value
                    • 2. Keep it simple and practical
                      • 3. Start where you are
                        • 4. Progress iteratively with feedback
                          • 5. Optimize and automate
                            • 6. Think and work holistically
                              • 7. Collaborate and promote visibility

                                EXIN ITIL Foundation Sample Questions:

                                1. Which of the following is the BEST description of a centralized service desk?

                                A) The desk is co-located within or physically close to the user community it serves
                                B) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
                                C) There is a single desk in one location serving the whole organization
                                D) The desk provides 24 hour global support


                                2. What do major incidents require?

                                A) Longer timescales
                                B) Less urgency
                                C) Less documentation
                                D) Separate procedures.


                                3. What would be the next step in the continual service improvement (CSI) model after:
                                1. What is the vision?
                                2. Where are we now?
                                3. Where do we want to be?
                                4. How do we get there?
                                5. Did we get there?
                                6. ?

                                A) How do we keep the momentum going?
                                B) What is the return on investment (ROI)?
                                C) How much did it cost?
                                D) What is the value on investment (VOI)?


                                4. What are sources of best practice?

                                A) Customers, suppliers, advisors
                                B) Substitutes, regulators, customers
                                C) Industry practices, academic research, training and education
                                D) Competition, compliance, commitments


                                5. Why is it important for service providers to understand patterns of business activity (PBA)?

                                A) Demand for the services delivered by service providers are directly influenced by PBA
                                B) Understanding PBA is the only way to enable accurate service level reporting
                                C) PBA are based on organizational roles and responsibilities
                                D) IT service providers CANNOT schedule changes until they understand PBA


                                Solutions:

                                Question # 1
                                Answer: C
                                Question # 2
                                Answer: D
                                Question # 3
                                Answer: A
                                Question # 4
                                Answer: C
                                Question # 5
                                Answer: A

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