40 Skills required for the EXIN (ITIL V3) EX0-101 exam

The EXIN (ITIL V3) Foundation Certificate in IT Service Management EX0-101 exam is aimed at raising an individual’s understanding of, and competence in, IT Service Management as described in the ITIL Service Strategy, ITIL Service Design, ITIL Service Transition, ITIL Service Operation, ITIL Continual Service Improvement, ITIL Introduction, and ITIL Glossary publications. Following are some important areas in which an individual should possess good knowledge before taking the (ITIL v3) EX0-101 exam:

1. Describing the concept of Good Practice
2. Defining and explaining the concept of a Service
3. Defining and explaining the concept of Service Management
4. Defining Functions and Processes
5. Explaining the process model and the characteristics of processes
6. Describing the structure, scope, components and interfaces of the Service Lifecycle
7. Accounting for the main goals and objectives of Service Strategy
8. Accounting for the main goals and objectives of Service Design
9. Briefly explaining what value Service Design provides to the business
10. Accounting for the main goals and objectives of Service Transition
11. Briefly explaining what value Service Transition provides to the business
12. Accounting for the main goals and objectives of Service Operations
13. Briefly explaining what value Service Operation provides to the business
14. Accounting for the main goals and objectives of Continual Service Improvement
15. Defining Utility and Warranty
16. Defining Resources, Capabilities, and Assets
17. Defining Service Portfolio and Service Catalogue
18. Defining the role of IT Governance across the Service Lifecycle
19. Defining Business Case and Risk
20. Defining Service Provider, Supplier, Service Level Agreement (SLA), Operational Level Agreement (OLA)
21. Defining Contract, Service Design Package, Service Knowledge Management System (SKMS), and Availability
22. Defining Configuration Item (CI), Configuration Management System
23. Defining Service Change, Change types, Definitive Media Library (DML), and Release Unit
24. Defining concept of Seven R’s of Change Management; no requirement to learn list Event
25. Defining Alert (SO Glossary)
26. Defining Incident, Impact, Urgency, and Priority
27. Defining Service Request and Problem
28. Defining Workaround, Known Error, and Known Error Data Base (KEDB)
29. Defining the role of communication in Service Operation
30. Defining Service Assets and Release policy
31. Defining key Principles and models of Service Strategy, Service Design, and Continual Service Improvement
32. Defining Service Strategy and Service Design processes
33. Defining Service Transition and Service Operation processes
34. Explaining the role, objectives and organizational structures for the Service Desk function
35. Stating the role, objectives, and organizational overlap of the Technical Management function
36. Stating the role, objectives, and organizational overlap of the Application Management function
37. Stating the role, objectives, and organizational overlap of the IT Operations Management function
38. Accounting for the role and the responsibilities of the Process owner and Service owner
39. Recognizing the RACI model and explaining its role in determining organizational structure
40. Understanding how Service Automation assists with Integrating Service Management processes

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