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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Continual Service Improvement | 10% | - Seven-Step Improvement Process - CSI Approach and Metrics - Purpose, Goals and Objectives |
| Topic 2: Service Strategy | 15% | - Demand Management - Service Portfolio Management - Financial Management for IT Services - Purpose, Goals and Objectives |
| Topic 3: Service Design | 20% | - Capacity Management - Supplier Management - Information Security Management - Service Level Management - Service Catalog Management - Purpose, Goals and Objectives - Availability Management |
| Topic 4: Service Operation | 20% | - Incident Management - Service Desk, Technical, Application and IT Operations Management - Problem Management - Request Fulfillment - Access Management - Purpose, Goals and Objectives |
| Topic 5: Service Transition | 20% | - Knowledge Management - Release and Deployment Management - Service Asset and Configuration Management - Change Management - Purpose, Goals and Objectives |
| Topic 6: Service Management as a Practice | 15% | - Good Practice and ITIL - Processes, Functions, Roles and Responsibilities - Concept of Service and Service Management |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
1. Which one of the following is an objective of release and deployment management?
A) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
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 standardize methods and procedures used for efficient and prompt handling of all changes
2. Which one of the following statements about incident reporting and logging is CORRECT?
A) All calls to the service desk must be logged as incidents
B) Incidents reported by technical staff must also be logged as problems
C) Incidents can only be reported by users
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
3. Which process is responsible for the availability, confidentiality and integrity of data?
A) Service asset and configuration management
B) Information security management
C) Service catalogue management
D) Change management
4. Which one of the following is the BEST description of a relationship in service asset and configuration management?
A) Defines which software should be installed on a particular piece of hardware
B) Describes the topography of the hardware
C) Defines how version numbers should be used in a release
D) Describes how the configuration items (CIs) work together to deliver the services
5. Which one of the following is the BEST definition of the term service management?
A) Units of organizations with roles to perform certain activities
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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