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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Process, function, role concept - Governance and management models - Communication and collaboration principles |
| Topic 2: Key Processes Across Lifecycle | 30% | - Request Fulfillment - Problem Management - Change Management - Service Level Management - Release and Deployment Management - Incident Management |
| Topic 3: General Management Concepts | 10% | - Service portfolio and financial management - Risk and demand management |
| Topic 4: Introduction to ITIL and Service Management | 15% | - Concept of service and service management - ITIL core principles and structure - Business value and benefits of ITIL |
| Topic 5: ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Operation - Service Design - Service Transition - Service Strategy |
| Topic 6: Key Roles and Functions | 10% | - Application Management - Technical Management - Service Desk - IT Operations Management |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
Question 1
Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution
A. 2 only
B. Both of the above
C. None of the above
D. 1 only
Question 2
Which of the following statements BEST describes the aims of release and deployment management?
A. To ensure that all changes can be tracked, tested and verified if appropriate
B. To record and manage deviations, risks and issues related to the new or changed service
C. To ensure that each release package specified by service design consists of a set of related assets and service components
D. To build, test and deliver the capability to provide the services specified by service design
Question 3
Which statement should NOT be part of the value proposition for Service Design?
A. Improved quality of service
B. Improved Service alignment with business goals
C. Reduced total cost of ownership
D. Better balance of technical skills to support live services
Question 4
What are the categories of event described in the UIL service operation book?
A. Informational, scheduled, normal
B. Warning, reactive, proactive
C. Informational, warning, exception
D. Scheduled, unscheduled, emergency
Question 5
Which process is responsible for sourcing and delivering components of requested standard services?
A. Service desk
B. Request fulfilment
C. Service portfolio management
D. IT finance
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: B |
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