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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Operation | 20% | - Incident Management - Request Fulfillment - Purpose, Goals and Objectives - Access Management - Service Desk, Technical, Application and IT Operations Management - Problem Management |
| Service Strategy | 15% | - Purpose, Goals and Objectives - Financial Management for IT Services - Demand Management - Service Portfolio Management |
| Service Design | 20% | - Supplier Management - Purpose, Goals and Objectives - Capacity Management - Availability Management - Service Catalog Management - Information Security Management - Service Level Management |
| Continual Service Improvement | 10% | - Purpose, Goals and Objectives - Seven-Step Improvement Process - CSI Approach and Metrics |
| Service Transition | 20% | - Change Management - Purpose, Goals and Objectives - Service Asset and Configuration Management - Release and Deployment Management - Knowledge Management |
| Service Management as a Practice | 15% | - Processes, Functions, Roles and Responsibilities - Concept of Service and Service Management - Good Practice and ITIL |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
Question #1
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers one service for all customers of that service
D. An agreement that covers service specific issues in a multi-level SLA structure
Question #2
Which one of the following would NOT be defined as part of every process?
A. Metrics
B. Roles
C. Inputs and outputs
D. Functions
Question #3
Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Question #4
In terms of adding value to the business, which one of the following describes service operation s contribution?
A. Measures for optimization are identified
B. Service value is visible to customers
C. Service value is modeled
D. The cost of the service is designed, predicted and validated
Question #5
What should a service always deliver to customers?
A. Infrastructure
B. Resources
C. Value
D. Applications
Solutions:
| Question #1 Correct Answer: C | Question #2 Correct Answer: D | Question #3 Correct Answer: B | Question #4 Correct Answer: B | Question #5 Correct Answer: C |
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