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EXIN EX0-101日本語 Exam Syllabus Topics:

Section

Objectives

Key ITIL Concepts and Terminology

- Service providers, customers and users
- Utility and warranty
- Processes, functions and roles
- Governance and control concepts

Introduction to IT Service Management

- The ITIL framework and service management approach
- IT service management processes, functions, roles and responsibilities
- The concept of good practice

The Service Lifecycle

- Service Transition

1. Change management
2. Release and deployment management
3. Service asset and configuration management
4. Knowledge management

- Continual Service Improvement

1. The seven-step improvement process
2. Continual service improvement principles
3. Measurement and reporting

- Service Strategy

1. Service portfolio management
2. Service value and business relationship
3. Financial management for IT services

- Service Operation

1. Problem management
2. Service desk function
3. Incident management
4. Access management
5. Request fulfillment

- Service Design

1. Availability management
2. Capacity management
3. Supplier management
4. Service level management
5. IT service continuity management
6. Information security management