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EXIN EX0-101 Exam Syllabus Topics:

SectionObjectives
Service Management as a Practice- ITIL Core Concepts
  • 1. Stakeholders and value creation
    • 2. Definition of service and value
      - Processes Overview
      • 1. Process characteristics
        • 2. Role of processes in ITSM
          ITIL Service Lifecycle- Service Design
          • 1. Service catalog management
            • 2. Design coordination
              - Service Strategy
              • 1. Financial management
                • 2. Strategy management
                  - Continual Service Improvement
                  • 1. CSI model
                    • 2. Metrics and reporting
                      - Service Transition
                      • 1. Release and deployment management
                        • 2. Change management
                          - Service Operation
                          • 1. Incident management
                            • 2. Problem management
                              Processes in ITIL- Service Support Processes
                              • 1. Incident management
                                • 2. Request fulfillment
                                  - Service Delivery Processes
                                  • 1. Capacity management
                                    • 2. Availability management
                                      Functions and Roles- ITIL Functions
                                      • 1. Technical Management
                                        • 2. Service Desk
                                          - Key Roles
                                          • 1. Service owner
                                            • 2. Process owner

                                              EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

                                              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, 3 and 4 only
                                              • C. 2, 3 and 4 only
                                              • D. 1, 2 and 4 only
                                              Reveal Solution  Discussion  0

                                              Correct Answer: D  🗳️

                                              Which one of the following would NOT be defined as part of every process?

                                              • A. Inputs and outputs
                                              • B. Metrics
                                              • C. Functions
                                              • D. Roles
                                              Reveal Solution  Discussion  0

                                              Correct Answer: C  🗳️

                                              Which one of the following statements is CORRECT?

                                              • A. The configuration management system is part of the configuration management database
                                              • B. The configuration management system is part of the known error database
                                              • C. The configuration management system is part of the service knowledge management system
                                              • D. The service knowledge management system is part of the configuration management system
                                              Reveal Solution  Discussion  0

                                              Correct Answer: C  🗳️

                                              Which process is responsible for discussing reports with customers showing whether services have met their targets?

                                              • A. Continual service improvement
                                              • B. Availability management
                                              • C. Service level management
                                              • D. Change management
                                              Reveal Solution  Discussion  0

                                              Correct Answer: C  🗳️

                                              Which areas of service management can benefit from automation?
                                              1.Design and modeling
                                              2.Reporting
                                              3.Pattern recognition and analysis
                                              4.Detection and monitoring

                                              • A. 1, 2 and 3 only
                                              • B. All of the above
                                              • C. 1, 3 and 4 only
                                              • D. 2, 3 and 4 only
                                              Reveal Solution  Discussion  0

                                              Correct Answer: B  🗳️

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