ITIL's EX0-101

Exin ITIL Foundation v.3

• 100% Exam Coverage • Interactive E-Book • Pre-Assessment Test • 378 Practice Questions with Full Explanations • 179 Interactive Quizzes • Chapter by Chapter Study Guide & Notes • Articles, How Tos, Tips, Flash Cards • Test History and Performance Review and Powerful Analytics • Study Planner • Continuously Updated

The ITIL Foundation v3 certification is an industry recognized vendor neutral credential. The certification is proof of a person's competence across a spectrum of skills including; working within an organization that has adopted and adapted ITIL who need to be informed about, or contribute, to an ongoing service improvement program. uCertify’s guaranteed certification prep for EX0-101 is comprehensive and helps you not only earn your certification in the shortest time possible, but to also gain the knowledge required on the job. Here’s what to expect from your uCertify prepkit:

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Prepare for the following certification

The Exin ITIL Foundation v3 Certificate in IT Service Management certification exam is a standalone certification from ITIL with the exam code BH0-006.

The certification is targeted at professionals who are involved in ITIL V3 Service Lifecycle, including the linkages between Lifecycle stages, the processes used and their contribution to Service Management practices. The exam covers key concepts, structure, terminology and processes of ITIL.

Skills Measured

  • Service Management as a practice
  • Service Lifecycle
  • Key Principles and Models
  • Generic Concepts
  • Selected Processes
  • Selected Roles
  • Selected Functions

EX0-101 Course Duration

This is a self-paced, independent study program, so there are no minimum or maximum restrictions placed by uCertify. The amount of time you will take depends on your existing knowledge of the area and related experience, as well as your availability. We recommend at least 3 weeks if you have a reasonable amount of ITIL technology knowledge or work experience.

EX0-101 Course/Exam Objectives

  • Chapter 1: Service Management as a practice
    • Describe the concept of best practices in the public domain
    • Describe and explain why ITIL is successful
    • Define and explain the concept of a Service
    • Define and explain the concept of internal and external customers
    • Define and explain the concept of internal and external services
    • Define and explain the concept of Service Management
    • Define and explain the concept of IT service management
    • Define and explain the concept of stakeholders in service management
    • Define Functions and Processes
    • Explain the process model and the characteristics of processes
  • Chapter 2: The Service Lifecycle
    • Describe the structure, scope, components and interfaces of the Service Lifecycle
    • Account for the main goals and objectives of Service Strategy
    • Briefly explain what value service strategy provides to the business
    • Account for the main goals and objectives of Service Design
    • Briefly explain what value Service Design provides to the business
    • Account for the main goals and objectives of Service Transition
    • Briefly explain what value Service Transition provides to the business
    • Account for the main goals and objectives of Service Operations
    • Briefly explain what value Service Operation provides to the business
    • Account for the main goals and objectives of Continual Service Improvement
    • Briefly explain what value continual service improvement provides to the business
  • Chapter 3: Generic concepts and definitions
    • Utility and Warranty
    • Resources, Capabilities and Assets
    • Service Portfolio
    • Service Catalogue (Business Service Catalogue and Technical Service Catalogue)
    • The role of IT Governance across the Service Lifecycle (CSI 3.10 All)
    • Business Case
    • Risk
    • Service Provider (the candidate is not expected ...of each of the three types of Service Providers)
    • Supplier
    • Service Level Agreement (SLA)
    • Operational Level Agreement (OLA)
    • Underpinning contract
    • Service Design Package
    • Availability
    • Service Knowledge Management System (SKMS)
    • Configuration Item (CI)
    • Configuration Management System
    • Definitive Media Library (DML)
    • Service Change
    • Change types (Normal, Standard, and Emergency)
    • Concept of Seven R s of Change Management; no requirement to learn list Event
    • Alert (SO Glossary)
    • Incident
    • Impact, Urgency and Priority
    • Service Request
    • Problem
    • Workaround
    • Known Error
    • Known Error Data Base (KEDB)
    • The role of communication in Service Operation
    • Release policy
    • Types of services
    • Change proposals
    • CSI register
    • Outcomes
    • Patterns of business activity
    • Customers and users
    • The Deming Cycle (plan, do, check, act)
    • Release Unit
    • Service Assets
    • Contract
  • Chapter 4: Key Principles and Models
    • Service strategy Describe value creation through services
    • Service design Understand the importance of peop...ocesses required Measurement methods and metrics
    • Continual service improvement Explain the contin...ology metrics, process metrics, service metrics)
  • Chapter 5: Processes
    • Service strategy. State the purpose, objectives ... - Business caseBusiness relationship management
    • Service design. Explain the purpose, objectives,...alysis (BIA) Risk assessment Design coordination
    • Service transition Explain the purpose, objectiv...anagement (SACM) Transition planning and support
    • Service operation. Explain the purpose, objecti... management Request fulfilment Access management
    • Continual service improvement. State the purpose...nd scope for: The seven-step improvement process
  • Chapter 6: Functions
    • Explain the role, objectives and organizational structures for The Service Desk function
    • State the role, objectives and organizational ov...IT Operations Control and Facilities Management)
  • Chapter 7: Roles
    • Account for the role and the responsibilities of the Process ownerService owner
    • Recognize the RACI model and explain its role in determining organizational structure.
  • Chapter 8: Technology and Architecture
    • Understand how Service Automation assists with Integrating Service Management processes

Career Prospects

  • ITIL Configuration Manager
  • Problem Analyst
  • Remedy ARS Developer
  • Application Business Analyst
  • Technical Writer – ITIL v3
  • Remedy SACM Service Request Analyst

EX0-101 Exam FAQ's

What certificate do I earn on passing the vendor certification?
If you pass ITIL's EX0-101 exam you will get credit towards the following certification:
What is the exam registration fee?
210
Where do I take the exam?
The ITIL Foundation v3 Exam is administered by Pearson VUE and Prometric at testing centers worldwide.
How many questions are asked on the exam?
The exam contains 40 questions.
What is the duration of the exam?
60 minutes

(on a scale of 0-1000)

What is the exam's retake policy?
In the event that you fail your first attempt at passing ITIL Foundation v.3 certification exam, ITIL's retake policy is that candidate may take exam without any waiting period.
EX0-101 Course Includes Free Buy
Chapters 1 8
Practice Tests 1 5
Total Questions (inc. quizzes) 30 378
Interactive Quizzes 15 179
Final Test No Yes
Articles, How Tos.., Tips No Yes
Study Notes Sample 394
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