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Updated: Sep 11, 2026
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EXIN EX0-117 Exam Overview:
| Certification Vendor: | EXIN |
|---|---|
| Exam Name: | EXIN ITIL Foundation Examination (Syllabus 2011) |
| Exam Number: | EX0-117 |
| Related Certifications: | ITIL Intermediate Level ITIL Managing Professional (ITIL 4 equivalent track) ITIL Expert |
| Passing Score: | 65% |
| Exam Format: | Multiple choice |
| Exam Duration: | 60 minutes |
| Certificate Validity Period: | Lifetime (no expiration under ITIL v3/2011 certification scheme) |
| Real Exam Qty: | 40 |
| Available Languages: | German, French, English, Spanish, Dutch |
| Recommended Training: | EXIN Accredited Training Providers ITIL Foundation Training (AXELOS-aligned providers) |
| Exam Registration: | EXIN Official Certification Portal |
| Sample Questions: | EXIN EX0-117 Sample Questions |
| Exam Way: | Computer-based exam available online (proctored) or at authorized test centers |
| Pre Condition: | No formal prerequisites required; basic IT service management knowledge is recommended. |
| Official Syllabus URL: | https://www.exin.com |
EXIN EX0-117 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Strategy | - Service portfolio management - Demand management - Financial management for IT services |
| Continual Service Improvement | - 7-step improvement process - Service measurement and reporting |
| Service Design | - Service catalog management - Availability and capacity management - Design coordination - Service level management |
| Service Transition | - Service asset and configuration management - Change management - Release and deployment management |
| Service Lifecycle Introduction | - Service lifecycle principles - Overview of ITIL concepts and structure |
| Service Operation | - Incident management - Request fulfillment - Event management - Problem management |
EXIN ITIL Foundation (syllabus 2011) Sample Questions:
Which of the following is the BEST description of a service-based service level agreement (SLA)?
- A. An SLA that covers all customers for all services
- B. The SLA covers one service, for all the customers of that service
- C. The SLA covers an individual customer group for all services they use
- D. An SLA for a service with no customers
Correct Answer: B 🗳️
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
- A. Service catalogue management
- B. Capacity management
- C. Availability management
- D. Business relationship management
Correct Answer: D 🗳️
Which one of the following is NOT a characteristic of a process?
- A. It is measureable
- B. It delivers specific results
- C. It responds to specific events
- D. It structure an organization
Correct Answer: D 🗳️
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Prioritization
- C. Escalation
- D. Detection
Correct Answer: A 🗳️
What do customer perceptions and business outcomes help to define?
- A. Total cost of ownership (TCO)
- B. The value of a service
- C. Key performance indicators (KPIs)
- D. Governance
Correct Answer: B 🗳️
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