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EXIN EX0-101 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Introduction to IT Service Management | - IT service management processes, functions, roles and responsibilities - The concept of good practice - The ITIL framework and service management approach |
| Topic 2: Key ITIL Concepts and Terminology | - Processes, functions and roles - Governance and control concepts - Service providers, customers and users - Utility and warranty |
| Topic 3: The Service Lifecycle | - Service Operation
|
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
Question #1
Which one of the following is NOT the responsibility of service catalogue management?
A. Ensuring that service level agreements are maintained
B. Ensuring that all operational services are recorded in the service catalogue
C. Ensuring that information in the service catalogue is accurate
D. Ensuring that information in the service catalogue is consistent with information in the service portfolio
Question #2
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
D. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
Question #3
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
A. Manage an activity
B. Perform an activity
C. Be accountable for the outcome of an activity
D. Be kept up-to-date on the progress of an activity
Question #4
Which one of the following is NOT a valid purpose or objective of problem management?
A. To manage problems throughout their lifecycle
B. To prevent problems and resultant incidents
C. To restore service to a user
D. To eliminate recurring incidents
Question #5
What do customer perceptions and business outcomes help to define?
A. Key performance indicators (KPIs)
B. Governance
C. The value of a service
D. Total cost of ownership (TCO)
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: C | Question #3 Correct Answer: D | Question #4 Correct Answer: C | Question #5 Correct Answer: C |
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