EXIN EX0-114 : IT Service Mgmt Foundation Bridge based on ISO/IEC 20000

  • Exam Code: EX0-114
  • Exam Name: IT Service Mgmt Foundation Bridge based on ISO/IEC 20000
  • Updated: Sep 05, 2026
  • Q & A: 78 Questions and Answers

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EXIN EX0-114 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Improvement & Quality Approach10%- Quality principles in ITSM
- Continual service improvement
Topic 2: Introduction to IT Service Management & ISO/IEC 2000035%- Purpose and scope of ITSM
- Concepts and terminology of ISO/IEC 20000
- PDCA cycle and Service Management System (SMS)
Topic 3: Service Management General Requirements20%- Documented information and planning
- Monitoring, measurement and improvement
- Responsibility, authority and competence
Topic 4: Service Delivery Processes15%- Information security management
- Service level management
- Capacity management
- Availability and continuity management
Topic 5: Relationship & Control Processes20%- Business relationship and supplier management
- Change and release control
- Problem management
- Incident and service request management

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