ITIL's EX0-101

ITIL® Foundation 2013

The ITIL© Foundation 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. ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the EXIN Certified Integrator secure Cloud Services. uCertify’s guaranteed certification course for EX0-101 exam is comprehensive and helps you earn your certification and gain knowledge. Here’s what to expect from your uCertify course:

• 100% Exam Coverage • Interactive E-Book • Pre-Assessment Test • 817 Practice Questions with Full Explanations • 417 Interactive Quizzes • Test History and Performance Review and Powerful Analytics • Study Planner • Continuously Updated



Prepare for the following certification

The ITIL© Foundation Certificate in IT Service Management is a standalone certification from ITIL with the exam code EX0-101.

The certification is targeted at IT professional, business manager or business process owner in an organization that operates according to ITIL©. The exam covers key concepts, structures, terminologies 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
  • Generic concepts and definitions
  • Technology and architecture

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.

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Exercises, Quizzes & Flashcards

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Practice Test Sets

uCertify courses also include full length practice test sets designed to test your knowledge under real exam conditions. Each course has a number of test sets consisting of hundreds of items to ensure you are 100% prepared before taking your certification exam.

Exam Simulators

Online labs to supplement your training. uCertify labs are an inexpensive & safe way to explore and learn. uCertify labs are versatile - labs simulate real-world, hardware, software & command line interface environments and can be mapped to any text-book, course & training.

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uCertify knows the importance of instructors and provide tools to help them do their job effectively. Instructors are able to clone and customize course, do ability grouping, create sections, design grade scale and grade formula, create and schedule assignments. Educators can also move a student from self-paced to mentor-guided to instructor-led mode in three clicks.

Award Winning Learning Platform (LMS)

uCertify has developed an award winning, highly interactive yet simple to use platform. uCertify understands that it is critical to help student focus on learning the subject and not learning the LMS. uCertify helps student retain and recall the knowledge by teaching students using interactive exercises. Features such as actionable analytics and study planner help in keeping students focused.


EX0-101 Course/Exam Objectives

  • Chapter 1: Service Management as a Practice
    • Best-Practice Approaches and ITIL
    • Why Is ITIL So Successful?
    • Services, Customers, and Stakeholders
    • Understanding the Concepts of Service Management and IT Service Management
    • Understanding Processes and Functions
    • Introducing the Service Lifecycle
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 2: Understanding Service Strategy
    • Understanding the Service Strategy Stage
    • Understanding Key Concepts of Service Strategy
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 3: Service Strategy Processes
    • Understanding Service Portfolio Management
    • Understanding the Financial Management Process
    • Understanding the Business Relationship Management Process
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 4: Understanding Service Design
    • Understanding the Purpose, Objectives, and Scope for Service Design
    • Four Key Elements of Service Design
    • Building the Service
    • Five Major Aspects of Service Design
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 5: Service Level Management: Aligning IT with Business Requirements
    • The Purpose, Objectives, and Scope of Service Level Management
    • Capturing Service Level Requirements
    • Understanding the Service Level Agreement
    • Monitoring and Improving Service Delivery
    • Interfacing with Other Service Management Processes
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 6: The Other Service Design Processes
    • Service Catalog Management
    • Availability Management
    • Information Security Management
    • Supplier Management
    • IT Service Continuity Management
    • Design Coordination
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 7: Service Design Roles
    • Roles and Responsibilities in Service Management
    • Designing Roles Using the RACI Model
    • Competence and Training
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 8: Understanding Service Transition and the Change Management Processes
    • Understanding Service Transition
    • Introduction to the Change Management Process
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 9: Service Transition Processes
    • Transition Planning and Support
    • Service Asset and Configuration Management
    • Knowledge Management
    • Release and Deployment Management
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 10: Delivering the Service: The Service Operation Lifecycle Stage
    • Understanding the Purpose, Objectives, and Scope of Service Operation
    • Organizing for Service Operations
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 11: The Major Service Operation Processes
    • Incidents and Problems: Two Key Service Management Concepts
    • Incident Management
    • Problem Management
    • Interfaces
    • Summary
    • Exam Essentials
    • Review Questions
  • Chapter 12: The Other Service Operation Processes
    • Event Management
    • Request Fulfillment
    • Access Management
    • Summary
    • Review Questions
  • Chapter 13: Understanding Continual Service Improvement
    • Achieving Continual Service Improvement
    • The Seven-Step Improvement Process
    • Summary
    • Exam Essentials
    • Review Questions

Career Prospects

An ITIL Foundation 2013 Certified Professional has several career opportunities open up to them, including:

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


EX0-101 Exam FAQs

What certificate do I earn on passing the EX0-101 exam?
If you pass ITIL's EX0-101 exam you will get credit towards the following certification:
What is the exam registration fee?
USD 159

Net price does not include applicable taxes, vouchers, promotions or membership discounts you may have.

Where do I take the exam?

The ITIL® Foundation 2013 is administered by Prometric and Pearson VUE at testing centers worldwide.

  • For Prometric: Click here to find a testing center near you.
  • For Pearson: Click here to find a testing center near you.
What is the Pre-requisites of the exam?
There are no technical pre-requisites for this certification.
How many questions are asked on the exam?
The exam contains 40 questions.
What is the duration of the exam?
60 minutes
What is the passing score?

(on a scale of 26-40)

What is the exam's retake policy?

In the event that you fail your first attempt at passing EX0-101 exam, ITIL's retake policy:

  • Candidates can retake the exam the same day if possible. However, EXIN advises a period of time for extra study.
Where can I find more information about this exam?
You can find more information about the EX0-101 exam from this link:

At a Glance

EX0-101 Course Includes Free Buy
Chapters 1 13
Practice Tests 1 4
Total Questions (inc. quizzes) 15 817
Interactive Quizzes 0 417
Final Test No Yes

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