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EXIN EX0-100 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: ITIL Service Lifecycle	50%	- Service Strategy 1. Service portfolio management 2. Purpose, scope and objectives 3. Financial and demand management - Service Design 1. Service level, availability, capacity management 2. Design principles and processes 3. Service catalog and continuity management - Service Transition 1. Transition planning and support 2. Knowledge and configuration management 3. Change and release management - Continual Service Improvement 1. Deming cycle (Plan-Do-Check-Act) 2. Measurement and metrics 3. Improvement model and approach - Service Operation 1. Service desk and technical management 2. Access and request fulfillment 3. Incident, problem and event management
Topic 2: Key Principles and Models	20%	- Functions and organizational structures - Process model and characteristics - Roles and responsibilities
Topic 3: Technology and Implementation Considerations	15%	- Implementation challenges - Compliance and governance basics - Service management technology
Topic 4: Introduction to IT Service Management	15%	- ITIL terminology and core definitions - Value creation and service value definition - Basic concepts of service and service management