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EXIN EX0-101日本語 Exam Syllabus Topics:

Section	Objectives
Topic 1: Service Management as a Practice	- ITIL Core Concepts 1. Stakeholders and value creation 2. Definition of service and value - Processes Overview 1. Role of processes in ITSM 2. Process characteristics
Topic 2: ITIL Service Lifecycle	- Service Strategy 1. Financial management 2. Strategy management - Service Design 1. Service catalog management 2. Design coordination - Service Transition 1. Release and deployment management 2. Change management - Service Operation 1. Problem management 2. Incident management - Continual Service Improvement 1. Metrics and reporting 2. CSI model
Topic 3: Functions and Roles	- Key Roles 1. Process owner 2. Service owner - ITIL Functions 1. Technical Management 2. Service Desk
Topic 4: Processes in ITIL	- Service Delivery Processes 1. Availability management 2. Capacity management - Service Support Processes 1. Request fulfillment 2. Incident management