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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Design | 20% | - Service Level Management - Service Catalog Management - Supplier Management - Availability Management - Information Security Management - Purpose, Goals and Objectives - Capacity Management |
| 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 Operation | 20% | - Access Management - Problem Management - Service Desk, Technical, Application and IT Operations Management - Request Fulfillment - Incident Management - Purpose, Goals and Objectives |
| Topic 4: Continual Service Improvement | 10% | - Seven-Step Improvement Process - Purpose, Goals and Objectives - CSI Approach and Metrics |
| Topic 5: Service Strategy | 15% | - Demand Management - Service Portfolio Management - Purpose, Goals and Objectives - Financial Management for IT Services |
| Topic 6: Service Transition | 20% | - Release and Deployment Management - Change Management - Purpose, Goals and Objectives - Service Asset and Configuration Management - Knowledge Management |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
1. Which one of the following is the BEST description of a service level agreement (SLA)?
A) The part of a contract that specifies the responsibilities of each party
B) An agreement between the service provider and an internal organization
C) An agreement between the service provider and their customer
D) An agreement between a service provider and an external supplier
2. Which one of the following is NOT a characteristic of a process?
A) It structures an organization
B) It delivers specific results
C) It is measurable
D) It responds to specific events
3. 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 a single customer
B) An agreement that covers one service for all customers of that service
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers service specific issues in a multi-level SLA structure
4. Which one of the following is the BEST definition of reliability?
A) The level of risk that affects a service or process
B) How long a service or configuration item (CI) can perform its function without failing
C) How quickly a service or component can be restored to normal working order
D) The availability of a service or component
5. Which one of the following statements about incident reporting and logging is CORRECT?
A) All calls to the service desk must be logged as incidents
B) Incidents can only be reported by users
C) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D) Incidents reported by technical staff must also be logged as problems
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |
