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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Communication and collaboration principles - Process, function, role concept - Governance and management models |
| Topic 2: Key Processes Across Lifecycle | 30% | - Release and Deployment Management - Service Level Management - Problem Management - Change Management - Request Fulfillment - Incident Management |
| Topic 3: ITIL Service Lifecycle | 20% | - Service Operation - Service Strategy - Service Design - Service Transition - Continual Service Improvement |
| Topic 4: Key Roles and Functions | 10% | - Application Management - Technical Management - IT Operations Management - Service Desk |
| Topic 5: General Management Concepts | 10% | - Service portfolio and financial management - Risk and demand management |
| Topic 6: Introduction to ITIL and Service Management | 15% | - ITIL core principles and structure - Business value and benefits of ITIL - Concept of service and service management |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
Which of the following statements about processes is INCORRECT?
- A. They are measurable
- B. They are units of organizations
- C. They respond to specific events
- D. They deliver specific results
Correct Answer: B 🗳️
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
- A. Design coordination
- B. Service level management
- C. Change management
- D. Service transition planning and support
Correct Answer: A 🗳️
Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
- A. The facilities management function
- B. Customers
- C. Internal departments
- D. Suppliers, manufacturers and vendors
Correct Answer: D 🗳️
Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design
- A. All of the above
- B. 2, 3 and 4 only
- C. 1, 2 and 3 only
- D. 1, 3 and 4 only
Correct Answer: A 🗳️
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created
- A. All of the above
- B. 2 only
- C. 1 only
- D. 3 only
Correct Answer: A 🗳️
