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EXIN ITIL Foundation (syllabus 2011) : EX0-117
- Exam Code: EX0-117
- Exam Name: ITIL Foundation (syllabus 2011)
- Q & A: 238 Questions and Answers
About EXIN ITIL Foundation (syllabus 2011) : EX0-117 Exam
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EXIN EX0-117 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: General Management Concepts | 10% | - Service portfolio and financial management - Risk and demand management |
| Topic 2: Key Principles and Models | 15% | - Communication and collaboration principles - Process, function, role concept - Governance and management models |
| Topic 3: Key Processes Across Lifecycle | 30% | - Change Management - Release and Deployment Management - Incident Management - Problem Management - Service Level Management - Request Fulfillment |
| Topic 4: Key Roles and Functions | 10% | - IT Operations Management - Application Management - Technical Management - Service Desk |
| Topic 5: Introduction to ITIL and Service Management | 15% | - Business value and benefits of ITIL - ITIL core principles and structure - Concept of service and service management |
| Topic 6: ITIL Service Lifecycle | 20% | - Service Strategy - Continual Service Improvement - Service Operation - Service Design - Service Transition |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
Question #1
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
- A. Service catalogue management
- B. Business relationship management
- C. Capacity management
- D. Availability management
Answer: B
Question #2
Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites
- A. 1, 3 and 4 only
- B. All of the above
- C. 1, 2 and 3 only
- D. 1 and 3 only
Answer: A
Question #3
Which statement should NOT be part of the value proposition for Service Design?
- A. Reduced total cost of ownership
- B. Better balance of technical skills to support live services
- C. Improved quality of service
- D. Improved Service alignment with business goals
Answer: B
Question #4
Where would all the possible service improvement opportunities be recorded?
- A. CSI register
- B. Capacity management information system
- C. Known error database
- D. Configuration management database
Answer: A
Question #5
Which of the following is NOT a benefit of using public frameworks and standards?
- A. Knowledge of public frameworks is more likely to be widely distributed
- B. They make collaboration between organizations easier by giving a common language
- C. They are always free ensuring they can be implemented quickly
- D. They are validated across a wide range of environments making them more robust
Answer: C
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