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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Continual Service Improvement | 10% | - CSI Approach and Metrics - Purpose, Goals and Objectives - Seven-Step Improvement Process |
| Topic 2: Service Management as a Practice | 15% | - Concept of Service and Service Management - Good Practice and ITIL - Processes, Functions, Roles and Responsibilities |
| Topic 3: Service Strategy | 15% | - Financial Management for IT Services - Service Portfolio Management - Demand Management - Purpose, Goals and Objectives |
| Topic 4: Service Operation | 20% | - Access Management - Incident Management - Purpose, Goals and Objectives - Problem Management - Service Desk, Technical, Application and IT Operations Management - Request Fulfillment |
| Topic 5: Service Design | 20% | - Service Level Management - Purpose, Goals and Objectives - Service Catalog Management - Capacity Management - Availability Management - Supplier Management - Information Security Management |
| Topic 6: Service Transition | 20% | - Purpose, Goals and Objectives - Change Management - Release and Deployment Management - Knowledge Management - Service Asset and Configuration Management |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
1. Which one of the following is concerned with policy and direction?
A) Capacity management
B) Governance
C) Service design
D) Service level management
2. Which one of the following activities are carried out during the Where do we want to be? step of the continual service improvement (CSI) approach?
A) Defining measurable targets
B) Reviewing measurements and metrics
C) Implementing service and process improvements
D) Creating a baseline
3. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A) To plan the resources required to manage a release
B) To design and develop capabilities for service management
C) To ensure that a service can be managed and operated in accordance with constraints specified during design
D) To provide good-quality knowledge and information about services
4. What do customer perceptions and business outcomes help to define?
A) Governance
B) Total cost of ownership (TCO)
C) The value of a service
D) Key performance indicators (KPIs)
5. Which one of the following activities is NOT part of the Deming Cycle?
A) Co-ordinate
B) Do
C) Act
D) Plan
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
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Phil 
Nat 
Sigrid 
Lorraine 
Maximilian 
Jeremy 
Heather 
Leopold 
Eleanore 
Primo 
Lisa 
Dolores 
Calvin 
Roxanne 
Lance 
Rae 
Dolores 
