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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to ITIL and Service Management | 15% | - ITIL core principles and structure - Concept of service and service management - Business value and benefits of ITIL |
| Key Processes Across Lifecycle | 30% | - Change Management - Service Level Management - Release and Deployment Management - Incident Management - Problem Management - Request Fulfillment |
| 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 |
| Key Roles and Functions | 10% | - Application Management - Service Desk - Technical Management - IT Operations Management |
| ITIL Service Lifecycle | 20% | - Service Operation - Service Strategy - Continual Service Improvement - Service Transition - Service Design |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
1. Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A) Demand management
B) Service portfolio management
C) Service level management
D) Request fulfilment
2. Which one of the following is an objective of service transition?
A) To minimize the impact of service outages on day-to-day business activities
B) To ensure that service changes create the expected business value
C) To negotiate service levels for new services
D) To plan and manage entries in the service catalogue
3. Which of the following BEST describes service strategies value to the business?
A) Reduction in the duration and frequency of service outages
B) Reduction in unplanned costs through optimized handling of service outages
C) Allows higher volumes of successful change
D) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
4. Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice
A) All of the above
B) 2 and 3 only
C) 1 and 3 only
D) 1 and 2 only
5. Which of the following identifies the purpose of service transition planning and support?
A) Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
B) To define testing scripts to ensure service transitions are unlikely to ever fail
C) Ensure that all service transitions are properly authorized
D) Provide overall planning for service transitions and co-ordinate the resources they require
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
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