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EXIN EX0-101日本語 Exam Syllabus Topics:

Section

Objectives

The Service Lifecycle

- Service Strategy

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

- Service Transition

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

- Continual Service Improvement

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

- Service Design

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

- Service Operation

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

Key ITIL Concepts and Terminology

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

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