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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Processes Across Lifecycle | 30% | - Request Fulfillment - Release and Deployment Management - Incident Management - Problem Management - Change Management - Service Level Management |
| Introduction to ITIL and Service Management | 15% | - Concept of service and service management - Business value and benefits of ITIL - ITIL core principles and structure |
| Key Roles and Functions | 10% | - Technical Management - Application Management - IT Operations Management - Service Desk |
| ITIL Service Lifecycle | 20% | - Service Design - Service Strategy - Continual Service Improvement - Service Transition - Service Operation |
| General Management Concepts | 10% | - Risk and demand management - Service portfolio and financial management |
| Key Principles and Models | 15% | - Governance and management models - Process, function, role concept - Communication and collaboration principles |
EXIN ITIL Foundation (syllabus 2011) 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 access to computer rooms and other secure locations
- D. Managing the rights to use a service or group of services
Correct Answer: D 🗳️
Which role is accountable for the operational management of a process?
- A. Process practitioner
- B. Process manager
- C. Service manager
- D. Change manager
Correct Answer: B 🗳️
What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?
- A. How do we keep the momentum going?
- B. What is the return on investment (ROI)?
- C. What is the value on investment (VOI)?
- D. How much did it cost?
Correct Answer: A 🗳️
Hierarchic escalation is BEST described as?
- A. Failing to meet the incident resolution times specified in a service level agreement
- B. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- C. Passing an incident to people with a greater level of technical skill
- D. Notifying more senior levels of management about an incident
Correct Answer: D 🗳️
Which of the following identifies the purpose of service transition planning and support?
- A. Ensure that all service transitions are properly authorized
- B. To define testing scripts to ensure service transitions are unlikely to ever fail
- C. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
- D. Provide overall planning for service transitions and co-ordinate the resources they require
Correct Answer: D 🗳️
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