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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Continual Service Improvement | 10% | - CSI Approach and Metrics - Purpose, Goals and Objectives - Seven-Step Improvement Process |
| Service Operation | 20% | - Purpose, Goals and Objectives - Service Desk, Technical, Application and IT Operations Management - Request Fulfillment - Problem Management - Incident Management - Access Management |
| Service Design | 20% | - Supplier Management - Information Security Management - Service Catalog Management - Purpose, Goals and Objectives - Service Level Management - Capacity Management - Availability Management |
| Service Strategy | 15% | - Purpose, Goals and Objectives - Financial Management for IT Services - Service Portfolio Management - Demand Management |
| Service Transition | 20% | - Purpose, Goals and Objectives - Change Management - Knowledge Management - Service Asset and Configuration Management - Release and Deployment Management |
| Service Management as a Practice | 15% | - Concept of Service and Service Management - Processes, Functions, Roles and Responsibilities - Good Practice and ITIL |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
Which one of the following activities would be performed by access management?
- A. Managing access to the service desk
- B. Providing physical security for staff at data centers and other buildings
- C. Managing the rights to use a service or group of services
- D. Managing access to computer rooms and other secure locations
Correct Answer: C 🗳️
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
- A. Be kept up-to-date on the progress of an activity
- B. Be accountable for the outcome of an activity
- C. Perform an activity
- D. Manage an activity
Correct Answer: A 🗳️
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
- A. Service transition
- B. Service operation
- C. Continual service improvement
- D. Service design
Correct Answer: D 🗳️
Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites
- A. 1 and 3 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1, 3 and 4 only
Correct Answer: D 🗳️
Which one of the following is concerned with policy and direction?
- A. Capacity management
- B. Governance
- C. Service level management
- D. Service design
Correct Answer: B 🗳️
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