Exam Name: ITIL Foundation V 3.0 & ITIL Foundation
Certification Provider: EXIN
Corresponding Certification: EXIN Inc Certification
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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 15% | - Good Practice and ITIL - Processes, Functions, Roles and Responsibilities - Concept of Service and Service Management |
| Service Operation | 20% | - Purpose, Goals and Objectives - Problem Management - Request Fulfillment - Incident Management - Access Management - Service Desk, Technical, Application and IT Operations Management |
| Continual Service Improvement | 10% | - Purpose, Goals and Objectives - CSI Approach and Metrics - Seven-Step Improvement Process |
| Service Transition | 20% | - Purpose, Goals and Objectives - Change Management - Knowledge Management - Service Asset and Configuration Management - Release and Deployment Management |
| Service Design | 20% | - Purpose, Goals and Objectives - Information Security Management - Service Catalog Management - Availability Management - Supplier Management - Capacity Management - Service Level Management |
| Service Strategy | 15% | - Purpose, Goals and Objectives - Service Portfolio Management - Financial Management for IT Services - Demand Management |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
1. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?
A) Service asset and configuration management
B) Service catalogue management
C) Problem management
D) Event management
2. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A) Continual service improvement
B) Service operation
C) Service transition
D) Service design
3. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes
A) 1, 2 and 3 only
B) 2 and 4 only
C) 3 and 4 only
D) All of the above
4. Which one of the following is NOT the responsibility of service catalogue management?
A) Ensuring that all operational services are recorded in the service catalogue
B) Ensuring that information in the service catalogue is accurate
C) Ensuring that information in the service catalogue is consistent with information in the service portfolio
D) Ensuring that service level agreements are maintained
5. Which process is responsible for sourcing and delivering components of requested standard services?
A) IT finance
B) Service desk
C) Request fulfillment
D) Service portfolio management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |
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