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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Processes Across Lifecycle | 30% | - Problem Management - Change Management - Release and Deployment Management - Incident Management - Service Level Management - Request Fulfillment |
| Topic 2: Key Roles and Functions | 10% | - Application Management - Service Desk - Technical Management - IT Operations Management |
| Topic 3: Key Principles and Models | 15% | - Communication and collaboration principles - Governance and management models - Process, function, role concept |
| Topic 4: General Management Concepts | 10% | - Service portfolio and financial management - Risk and demand management |
| Topic 5: ITIL Service Lifecycle | 20% | - Service Design - Service Transition - Continual Service Improvement - Service Operation - Service Strategy |
| Topic 6: Introduction to ITIL and Service Management | 15% | - Business value and benefits of ITIL - ITIL core principles and structure - Concept of service and service management |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
In terms of adding value to the business, which one of the following describes service operation s contribution?
- A. The cost of the service is designed, predicted and validated
- B. Service value is modeled
- C. Service value is visible to customers
- D. Measures for optimization are identified
Correct Answer: C 🗳️
What are underpinning contracts used to document?
- A. Metrics and critical success factors (CSFs) for internal support teams
- B. Service levels that have been agreed between the internal service provider and their customer
- C. The provision of goods and services by third party suppliers
- D. The provision of IT services or business services by a service provider
Correct Answer: C 🗳️
Which two processes will contribute MOST to enabling effective problem detection?
- A. Incident and financial management
- B. Knowledge and service level management
- C. Incident and event management
- D. Change and release and deployment management
Correct Answer: C 🗳️
The consideration of value creation is a principle of which stage of the service lifecycle?
- A. Continual service improvement
- B. Service transition
- C. Service design
- D. Service strategy
Correct Answer: D 🗳️
Which one of the following is NOT the responsibility of service catalogue management?
- A. Ensuring that all operational services are recorded in the service catalogue
- B. Ensuring that service level agreements are maintained
- C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
- D. Ensuring that information in the service catalogue is accurate
Correct Answer: B 🗳️
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