EXIN EX0-117 exam : ITIL Foundation (syllabus 2011)

EX0-117 Exam Simulator
  • Exam Code: EX0-117
  • Exam Name: ITIL Foundation (syllabus 2011)
  • Updated: Sep 10, 2026
  • Q & A: 238 Questions and Answers

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EXIN EX0-117 Exam Syllabus Topics:

SectionWeightObjectives
Service Management as a Practice20%- Basic concepts of ITIL lifecycle
  • 1. Overview of ITIL lifecycle stages
    • 2. Processes vs functions
      - Concepts of service and value
      • 1. Stakeholders and utility/warranty
        • 2. Service definition and value co-creation
          Service Lifecycle Core Concepts30%- Service Strategy
          • 1. Portfolio management basics
            • 2. Value creation and business relationship management
              - Service Design
              • 1. Service level management basics
                • 2. Design coordination
                  • 3. Availability and capacity concepts
                    Continual Service Improvement10%- CSI principles
                    • 1. Seven-step improvement process
                      • 2. Deming cycle (Plan-Do-Check-Act)
                        Service Transition20%- Change and release processes
                        • 1. Release and deployment management basics
                          • 2. Change management overview
                            - Configuration and knowledge management
                            • 1. Service asset and configuration management
                              • 2. Knowledge management principles
                                Service Operation20%- Operational processes
                                • 1. Problem management
                                  • 2. Incident management
                                    - Service desk and support
                                    • 1. Request fulfillment basics
                                      • 2. Service desk function

                                        EXIN ITIL Foundation (syllabus 2011) Sample Questions:

                                        Question #1

                                        Which of the following provide value to the business from service strategy?
                                        1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
                                        2.Enabling the service provider to respond quickly and effectively to changes in the business environment
                                        3.Reduction in the duration and frequency of service outages

                                        • A. 1 and 3 only
                                        • B. 2 and 3 only
                                        • C. 1 and 2 only
                                        • D. All of the above
                                        Answer: C
                                        Question #2

                                        Which of the following is NOT an objective of Continual Service Improvement?

                                        • A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
                                        • B. Identify activities to improve the efficiency of service management processes
                                        • C. Review and analyze Service Level Achievement results
                                        • D. Conduct activities to deliver and manage services at agreed levels to business users
                                        Answer: D
                                        Question #3

                                        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. Availability management
                                        • B. Capacity management
                                        • C. Service catalogue management
                                        • D. Business relationship management
                                        Answer: D
                                        Question #4

                                        Availability management is directly responsible for the availability of which of the following?

                                        • A. Components and business processes
                                        • B. IT services, components and business processes
                                        • C. IT services and business processes
                                        • D. IT services and components
                                        Answer: D
                                        Question #5

                                        Which of the following areas would technology help to support during the service lifecycle?
                                        1.Data mining and workflow
                                        2.Measurement and reporting
                                        3.Release and deployment
                                        4.Process design

                                        • A. 1, 2 and 3 only
                                        • B. 1, 3 and 4 only
                                        • C. 2, 3 and 4 only
                                        • D. All of the above
                                        Answer: D

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