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EXIN EX0-101日本語 Exam Syllabus Topics:

Section

Objectives

The Service Lifecycle

- Service Design

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

- Continual Service Improvement

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

- Service Transition

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

- Service Strategy

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

- Service Operation

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

Introduction to IT Service Management

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

Key ITIL Concepts and Terminology

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