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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Design | 20% | - Purpose, Goals and Objectives - Capacity Management - Supplier Management - Service Level Management - Service Catalog Management - Availability Management - Information Security Management |
| Continual Service Improvement | 10% | - Purpose, Goals and Objectives - Seven-Step Improvement Process - CSI Approach and Metrics |
| Service Strategy | 15% | - Purpose, Goals and Objectives - Service Portfolio Management - Financial Management for IT Services - Demand Management |
| Service Management as a Practice | 15% | - Good Practice and ITIL - Processes, Functions, Roles and Responsibilities - Concept of Service and Service Management |
| Service Operation | 20% | - Purpose, Goals and Objectives - Request Fulfillment - Problem Management - Incident Management - Service Desk, Technical, Application and IT Operations Management - Access Management |
| Service Transition | 20% | - Purpose, Goals and Objectives - Release and Deployment Management - Service Asset and Configuration Management - Change Management - Knowledge Management |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- A. Incident management, service desk, request fulfillment, access management, and event management
- B. Event management, incident management, change management, and access management
- C. Event management, incident management, problem management, request fulfillment, and access management
- D. Incident management, problem management, service desk, request fulfillment, and event management
Which one of the following is NOT the responsibility of service catalogue management?
- A. Ensuring that information in the service catalogue is accurate
- B. Ensuring that all operational services are recorded in the service catalogue
- C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
- D. Ensuring that service level agreements are maintained
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
- A. Perform an activity
- B. Be accountable for the outcome of an activity
- C. Be kept up-to-date on the progress of an activity
- D. Manage an activity
Which one of the following would NOT be defined as part of every process?
- A. Metrics
- B. Functions
- C. Inputs and outputs
- D. Roles
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The continual service improvement approach
- B. The seven-step improvement process
- C. The Deming cycle
- D. The service lifecycle
