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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Operation | 20% | - Incident Management - Access Management - Request Fulfillment - Problem Management - Service Desk, Technical, Application and IT Operations Management - Purpose, Goals and Objectives |
| 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: Continual Service Improvement | 10% | - CSI Approach and Metrics - Seven-Step Improvement Process - Purpose, Goals and Objectives |
| Topic 4: Service Strategy | 15% | - Service Portfolio Management - Demand Management - Purpose, Goals and Objectives - Financial Management for IT Services |
| Topic 5: Service Design | 20% | - Service Level Management - Supplier Management - Capacity Management - Service Catalog Management - Availability Management - Purpose, Goals and Objectives - Information Security Management |
| Topic 6: Service Transition | 20% | - Release and Deployment Management - Change Management - Knowledge Management - Service Asset and Configuration Management - Purpose, Goals and Objectives |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
Question 1
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and an external organization
B. A document that describes business services to operational staff
C. An agreement between the service provider and another part of the same organization
D. A document that describes to a customer how services will be operated on a day-to-day basis
Question 2
Which one of the following does service metrics measure?
A. The end-to-end service
B. Maturity and cost
C. Infrastructure availability
D. Functions
Question 3
Which one of the following activities is NOT part of the Deming Cycle?
A. Plan
B. Act
C. Do
D. Co-ordinate
Question 4
Which one of the following is the purpose of service level management?
A. To create and populate a service catalogue
B. To ensure that an agreed level of IT service is provided for all current IT services
C. To carry out the service operations activities needed to support current IT services
D. To ensure that sufficient capacity is provided to deliver the agreed performance of services
Question 5
Which one of the following would NOT be defined as part of every process?
A. Inputs and outputs
B. Roles
C. Functions
D. Metrics
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: C |
