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EXIN EX0-117 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Transition | - Service asset and configuration management - Release and deployment management - Change management |
| Service Lifecycle Introduction | - Overview of ITIL concepts and structure - Service lifecycle principles |
| Service Design | - Design coordination - Service level management - Service catalog management - Availability and capacity management |
| Continual Service Improvement | - Service measurement and reporting - 7-step improvement process |
| Service Operation | - Problem management - Incident management - Request fulfillment - Event management |
| Service Strategy | - Financial management for IT services - Service portfolio management - Demand management |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
What do customer perceptions and business outcomes help to define?
- A. The value of a service
- B. Governance
- C. Key performance indicators (KPIs)
- D. Total cost of ownership (TCO)
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
- A. An agreement that covers one service for all customers of that service
- B. An agreement that covers service specific issues in a multi-level SLA structure
- C. An agreement that covers one service for a single customer
- D. An agreement with an individual customer group, covering all the services that they use
Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice
- A. All of the above
- B. 1 and 2 only
- C. 1 and 3 only
- D. 2 and 3 only
In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models
- A. Option 2 only
- B. Neither of the above
- C. Both of the above
- D. Option 1 only
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Business services
- B. Customer services
- C. Supporting services
- D. Component services
