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Last Updated: Sep 14, 2026
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EXIN EX0-101 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Design | 20% | - Information Security Management - Supplier Management - Capacity Management - Availability Management - Service Catalog Management - Service Level Management - Purpose, Goals and Objectives |
| Continual Service Improvement | 10% | - Seven-Step Improvement Process - CSI Approach and Metrics - Purpose, Goals and Objectives |
| Service Strategy | 15% | - Demand Management - Financial Management for IT Services - Service Portfolio Management - Purpose, Goals and Objectives |
| Service Management as a Practice | 15% | - Processes, Functions, Roles and Responsibilities - Good Practice and ITIL - Concept of Service and Service Management |
| Service Operation | 20% | - Incident Management - Access Management - Problem Management - Request Fulfillment - Service Desk, Technical, Application and IT Operations Management - Purpose, Goals and Objectives |
| Service Transition | 20% | - Release and Deployment Management - Knowledge Management - Purpose, Goals and Objectives - Service Asset and Configuration Management - Change Management |
EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
Which one of the following is the BEST description of a service level agreement (SLA)?
- A. An agreement between the service provider and an internal organization
- B. An agreement between the service provider and their customer
- C. The part of a contract that specifies the responsibilities of each party
- D. An agreement between a service provider and an external supplier
Correct Answer: B 🗳️
Which one of the following activities does application management perform?
- A. Deciding who the vendor of the storage devices will be
- B. Agreeing the service levels for the service supported by the application
- C. Ensuring that the required functionality is available to achieve the required business outcome
- D. Defining where the vendor of an application should be located
Correct Answer: C 🗳️
Which one of the following functions would be responsible for the management of a data centre?
- A. Application management
- B. Service desk
- C. Facilities management
- D. Technical management
Correct Answer: C 🗳️
Which one of the following generates demand for services?
- A. Cost of providing support
- B. Infrastructure trends
- C. Service level agreements (SLA)
- D. Patterns of business activity (PBA)
Correct Answer: D 🗳️
Which one of the following is concerned with policy and direction?
- A. Service level management
- B. Governance
- C. Service design
- D. Capacity management
Correct Answer: B 🗳️
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