EXIN EX0-117 : ITIL Foundation (syllabus 2011)

  • Exam Code: EX0-117
  • Exam Name: ITIL Foundation (syllabus 2011)
  • Updated: Sep 12, 2026
  • Q & A: 238 Questions and Answers

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EXIN EX0-117 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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
          Topic 2: Continual Service Improvement10%- CSI principles
          • 1. Seven-step improvement process
            • 2. Deming cycle (Plan-Do-Check-Act)
              Topic 3: Service Operation20%- Service desk and support
              • 1. Service desk function
                • 2. Request fulfillment basics
                  - Operational processes
                  • 1. Incident management
                    • 2. Problem management
                      Topic 4: Service Management as a Practice20%- Concepts of service and value
                      • 1. Stakeholders and utility/warranty
                        • 2. Service definition and value co-creation
                          - Basic concepts of ITIL lifecycle
                          • 1. Processes vs functions
                            • 2. Overview of ITIL lifecycle stages
                              Topic 5: Service Lifecycle Core Concepts30%- Service Strategy
                              • 1. Value creation and business relationship management
                                • 2. Portfolio management basics
                                  - Service Design
                                  • 1. Design coordination
                                    • 2. Availability and capacity concepts
                                      • 3. Service level management basics

                                        EXIN ITIL Foundation (syllabus 2011) Sample Questions:

                                        Question #1

                                        Which of the following statements MOST correctly identifies the scope of design coordination activities?

                                        • A. It is mandatory that all changes are subject to design coordination activity
                                        • B. Any change that the organization believes could benefit
                                        • C. Only changes that introduce new services
                                        • D. Only changes to business critical systems
                                        Answer: B

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                                        Question #2

                                        Which two processes will contribute MOST to enabling effective problem detection?

                                        • A. Incident and financial management
                                        • B. Change and release and deployment management
                                        • C. Knowledge and service level management
                                        • D. Incident and event management
                                        Answer: D
                                        Question #3

                                        Which of the following is NOT one of the five individual aspects of service design?

                                        • A. The design of the technology architectures
                                        • B. The design of new or changed services
                                        • C. The design of market spaces
                                        • D. The design of the service portfolio, including the service catalogue
                                        Answer: C
                                        Question #4

                                        Which one of the following do technology metrics measure?

                                        • A. The end-to-end service
                                        • B. Customer satisfaction
                                        • C. Components
                                        • D. Processes
                                        Answer: C
                                        Question #5

                                        Which of the following is an enabler of best practice?

                                        • A. Standards
                                        • B. Technology
                                        • C. Academic research
                                        • D. Internal experience
                                        Answer: B

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