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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Lifecycle Core Concepts | 30% | - Service Strategy
|
| Topic 2: Service Operation | 20% | - Service desk and support
|
| Topic 3: Service Management as a Practice | 20% | - Basic concepts of ITIL lifecycle
|
| Topic 4: Service Transition | 20% | - Change and release processes
|
| Topic 5: Continual Service Improvement | 10% | - CSI principles
|
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
Which function or process would provide staff to monitor events in an operations bridge?
- A. Applications management
- B. Technical management
- C. Request fulfillment
- D. IT operations management
Correct Answer: D 🗳️
What is a RACI model used for?
- A. Performance analysis
- B. Monitoring services
- C. Recording configuration items
- D. Defining roles and responsibilities
Correct Answer: D 🗳️
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
- A. Identification of risk, analysis and management of the exposure to risk
- B. Training of all staff and investment of capital
- C. Training in risk management for all staff and identification of risks
- D. Control of exposure to risk and investment of capital
Correct Answer: A 🗳️
What are customers of IT services who work in the same organization as the service provider known as?
- A. Valued customers
- B. Strategic customers
- C. External customers
- D. Internal customers
Correct Answer: D 🗳️
Which one of the following is the BEST definition of the term service management?
- A. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- B. The management of functions within an organization to perform certain activities
- C. A set of specialized organizational capabilities for providing value to customers in the form of services
- D. Units of organizations with roles to perform certain activities
Correct Answer: C 🗳️
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