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Vendor : Exin
Exam Code : ITIL-F
Exam Name : ITIL Foundation
Questions and Answers : 215 Q & A
Updated On : Click to Check Update
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ITIL-F Questions and Answers

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What are the categories of events described in the ITIL service operation book?

  1. Informational, scheduled, normal

  2. Scheduled, unscheduled, emergency

  3. Informational, warning, exception

  4. Warning, reactive, proactive

Answer: C


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

  1. The desk is co-located within or physically close to the user community it serves

  2. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  3. The desk provides 24 hour global support

  4. There is a single desk in one location serving the whole organization

Answer: D


Which of the following would be most useful in helping to implement a workaround as quickly as possible?

  1. A capacity database

  2. A definitive media library

  3. A request for change

  4. A known error database

Answer: D


Which of the following would NOT be contained in a release policy?

  1. Naming and numbering conventions

  2. Entry and exit criteria of the release into testing

  3. Roles and responsibilities for the release

  4. The risk register for the release

Answer: D


Which reason describes why ITIL is so successful?

  1. The five ITIL volumes are concise

  2. It is not tied to any particular vendor platform

  3. It tells service providers exactly how to be successful

  4. It is designed to be used to manage projects

Answer: B


What type of record should you raise when a problem diagnosis is complete and a workaround is available?

  1. A service object

  2. An incident

  3. A change

  4. A known error

Answer: D


Which two elements of financial management for IT services are mandatory?

  1. Budgeting and charging

  2. Accounting and charging

  3. Budgeting and accounting

  4. Costing and charging

Answer: C


What is the primary focus of business capacity management?

  1. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  2. Review of all capacity supplier agreements and underpinning contracts with supplier management

  3. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

  4. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Answer: D

Exin ITIL-F Exam (ITIL Foundation) Detailed Information

If you want to be greener and smarter but just as effective in the way you do business, the Green IT certificate offers the solution. EXIN offers two types of Green IT certificates.
EXIN BCS Business Analysis
EXIN certification scheme addresses different elements of Business Analysis, such as Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
CCC Big Data
The EXIN CCC certification program provides a solid base of knowledge by covering the origin and characteristics of Big Data, the tools and technologies such as Hadoop and MongoDB and the main players involved.
CCC Cloud Computing
The CCC Cloud Computing certification program is vendor-neutral and role-based: it addresses many aspects of Cloud Computing, encompassing all ICT roles which are critical for successful cloud adoption and readiness.
The Foundation Series
This certification program is available in Dutch only.
The EXIN DevOps Master certification is unique in the world as it comprises an advanced exam and a training that includes practical assignments to prove the competences of candidate DevOps Masters.
EXIN Business Information Management with reference to BiSL
The exam tests your theoretical knowledge of the BiSL framework. With the certificate you show that you are able to bridge the gap between business and IT. Thousands of professionals have already gained their certificate from EXIN.
EXIN Privacy and Data Protection
Having certified professionals with the right level of knowledge can help prepare your organization to face these opportunities. The EXIN Privacy & Data Protection program covers the required knowledge of laws and regulations relating to data privacy and how this knowledge can be used to be compliant.
Lean IT
Achieving more with less, that is Lean IT. Adopting a new way of thinking and doing enables companies to respond to changing customer desires with high variety, high quality, and fast throughput times. This is managed with less human effort, less space, less capital, and less time.
EXIN Ethical Hacking
Ethical Hacking is in current times of increasing cybercrime a necessity when becoming cyber-resilient: a well-known method of duplicating the intent and actions of malicious hackers in order to locate, evaluate and resolve hardware and software vulnerabilities.
EXIN Certification in OpenStack Software
OpenStack is the Open Source operating system for building and managing cloud computing platforms for public and private clouds.
This program is the first vendor-neutral certification program for OpenStack to be offered by an independent examination institute. It focusses on how to apply and use OpenStack Software when managing company data in a Cloud.
EXIN Secure Programming
Cybercrime, data leaks and information security get more attention than ever in the news. Governments and companies dedicate more and more resources to these areas. However, most of their attention appears to be focused on reactive measures instead of on preventive measures. In-built security of applications is worth the investment. The certification of developers and software programmers is key in developing secure software.
EXIN Application Management with reference to ASL
There is considerable interest in application management. This EXIN exam tests your theoretical knowledge of the context, processes and use of application management. Included within this are references to the ASL framework. This EXIN certificate is indispensable for anyone who needs to deal with application management in his/her role.
New software releases are being issued in increasingly rapid succession, making testing ever more important. The structured test management approach of TMap NEXT® ensures a shorter time-to-market, which means that qualified testers are needed.
Testing takes time and money but offers insufficient insight into the quality of the test process itself. Applying TPI NEXT® will provide not only insight into the quality but improvement as well, taking into account the business drivers of the organization.
EXIN ITSM based on ISO/IEC 20000
With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
EXIN Cloud
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
EXIN Agile Scrum
Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
M_o_R® - Management of Risk
It inspects risks from strategic and operational view and within programs and projects.
MoP® - Management of Portfolios
It advices on and shows examples of how to apply principles, practices, and techniques that help optimize an organization’s investment in change.
MSP® - Managing Successful Programmes
It offers principles and processes for the implementation and management of a program.
EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
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The ITIL framework is designed to assist corporations manipulate hazards, boost client family members, establish cost effective strategies and build a solid IT ambiance for growth and alter. These practices are bendy and scalable and might even be tailored conveniently to work in affiliation with different practices. ITIL become originally launched as a collection of books each and every masking a distinct module. These modules enable practitioners to not only adapt the IT carrier infrastructures but additionally put together for further adjustments in the future. this can assist to promote sustainable productiveness for businesses and build a higher, greater exact adventure for valued clientele. here are a couple of the explanation why one should still accept as true with getting an ITIL certification: it is globally diagnosed: The main advantage of the ITIL certification is that these practices are utilized in each industry that depends on IT features globally. more than 10,000 organizations have adopted this framework. As an ITIL certified expert, one has great job increase in this field because the demand for such experts is expanding each day. gain talents and credibility: Get acknowledged in your advantage each internal and outdoors the company. Standout from the group and your uncertified counterparts with your adventure in the ITIL methodology. a different ability set: ITIL certification has five tiers every of which shows the diverse stages of potential of the material: foundation here's an entry-degree route that gives a top level view of the ordinary facets, concepts, and terminology utilized in numerous ITIL service lifecycle stages.Practitioner It concentrates on the way to start accommodating and adopting the framework in daily instances.Intermediate This stage specializes in numerous sub-stages that take a distinct approach to IT carrier administration by using working more in-depth than the previous levels of certification and is additionally regarded as global eligibility for a number of IT roles.knowledgeable This stage is identified as a enormously valued certification for potential and most fulfilling practices of ITIL.grasp The ultimate certification stage shows a comprehensive figuring out of the a considerable number of ITIL strategies, innovations, and ideas. achieving this certification will show your most suitable and beneficial on your enviornment of abilities.four. better job opportunities: ITIL certification anchors a standard benchmark for provider management potential and skills. accurate world carrier suppliers acknowledge ITIL certification as a necessity for service administration experts. hence, the job opportunities for certificates holders are better. Flexibility: The competencies and figuring out of the whole IT infrastructure raises which makes it effective and helps you profit more flexibility. With the bigger certification degree, one has a wide array of alternatives as there are various job positions. improved Return on funding: authorities with ITIL certification are popular as those individuals could be the most suitable investment. The enormous potential of the a considerable number of methods used within the IT carrier lifecycle helps the experts to work correctly which results in customer pride. the brand new ideas and methods developed can store needless fees. Stand out amongst the rest: reaching an ITIL certification offers you an evident knowledge above other applicants all over a job interview. It proves you are extraordinarily knowledgeable and expert in the industrys most advantageous methods. It also aids in authenticating your confirmed competencies to give suggestions and bring IT capabilities. smartly-Versed with the common language: here's one of the vital visible advantages of ITIL certification. it will help you develop into greater professional with the terminology it truly is popular in IT features. figuring out such languages additionally lets you be imaginitive and come up with new ideas, and build new techniques for the complete corporation. Conclusion: ITIL is used in every single place the realm and in lots of main industries. Some internationally regularly occurring organizations consist of NASA, HBSC, and IBM. An ITIL certification could be a lengthy procedure, but it is value investing. The certification not simplest sets a manufacturer-new path to your career in a special path it additionally units it for your corporation. 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