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Which process is responsible for supplying first-line support and assistance in daily use of iT services?
Service level management
The effects of a disaster onIT services can be severe. Measures should be taken to prevent, detect, prepare for and mitigate these effects. Which process is responsible for taking these measures?
Information security management
Service continuity management
Service level management
In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in documents. What are these documents called?
Service level agreements (SLAs)
Operational level agreements (OLAs)
Underpinning contracts (UCs)
When should the final closure of an Incident record be completed?
When all relevant information for classification and routing has been entered.
When the Incident has been dispatched outside the Service desk department.
When the Incident is solved and normal operation is restored.
When the user or customer has been given the opportunity to confirm that the service is restored.
One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?
As soon as the documentation for managing and supporting the Release is also complete and up to date.
As soon as the users have tested the Release.
As soon as Change management has approved the Release.
As soon as the technicians have tested the Release and no adverse impact of this Release is expected in the rest of theIT infrastructure.
Staff competencies and training needs shall be reviewed and managed. Why is this necessary?
To enable employees to perform their role effectively
To help staff to further their career
To improve service reporting
To reduce the operational cost of the organization
Which process is responsible for providing information about the IT infrastructure to all other processes?
Which interested party will define Service level requirements?
What is the best definition of a Service management system?
ability to maintain availability of theIT infrastructure, services and supporting organization to ensure these requirements are met consistently
mandatory Service management practices followed by everyone in the service provider organizations
processes, procedures, responsibilities and resources for implementing Service management
set of measures and procedures to ensure that the provided services continue to fulfill the expectations of the customer
Customer satisfaction measurement is an important activity in the Business relationship management process. What is the objective of Customer satisfaction measurement?
to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required
to gather information about potential new services that might be interesting for the end users of the services
to optimize the relationship processes so that service levels are exceeded
to check if contractual obligations for customer satisfaction are being met
How should the requirements for Service continuity and availability be identified?
These should be identified based upon historical data for major incidents and their business impact on the organization.
These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
These should be made up from service requirements and SLAs if available.
According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to dealwith contractual disputes with suppliers. Which process is responsible for the definition of this process?
Business relationship management
Service level management
What is the objective of the maintain and improve the SMS stage (Act)?
to improve the efficiency and effectiveness of the business
to improve the efficiency and effectiveness of the processes
to improve the efficiency and effectiveness of service provision
to improve the efficiency and effectiveness of service support
Which Changes should be documented through formal change records?
change in business strategy
When implementing a new version of an application both Change management and Release management are involved. What is the responsibility of the Change management process here?
Change management has the implementation and installation task in this phase.
Change management plays a coordinating role in this phase.
Change management must check whether the new application functions properly.
Change Management draws up the Request for change (RFC) in this phase.
What is an example of a Configuration item (CI)?
Location of a server
Name of the supplier of an Underpinning contract (UC)
What is a valid reason for anIT service provider to adopt and implement the ISO/IEC 20000 standard?
To adopt an integrated process approach to manage services
To adoptIT governance
To adopt an international standard on Information security management
To adopt the best practices ofIT service management
Exin EX0-115 Exam (IT Service Management Foundation based(R) on ISO/IEC 20000) Detailed Information
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EXIN certification scheme addresses different elements of Business Analysis, such as Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
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The Foundation Series
This certification program is available in Dutch only.
The EXIN DevOps Master certification is unique in the world as it comprises an advanced exam and a training that includes practical assignments to prove the competences of candidate DevOps Masters.
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The exam tests your theoretical knowledge of the BiSL framework. With the certificate you show that you are able to bridge the gap between business and IT. Thousands of professionals have already gained their certificate from EXIN.
EXIN Privacy and Data Protection
Having certified professionals with the right level of knowledge can help prepare your organization to face these opportunities. The EXIN Privacy & Data Protection program covers the required knowledge of laws and regulations relating to data privacy and how this knowledge can be used to be compliant.
Achieving more with less, that is Lean IT. Adopting a new way of thinking and doing enables companies to respond to changing customer desires with high variety, high quality, and fast throughput times. This is managed with less human effort, less space, less capital, and less time.
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Ethical Hacking is in current times of increasing cybercrime a necessity when becoming cyber-resilient: a well-known method of duplicating the intent and actions of malicious hackers in order to locate, evaluate and resolve hardware and software vulnerabilities.
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OpenStack is the Open Source operating system for building and managing cloud computing platforms for public and private clouds.
This program is the first vendor-neutral certification program for OpenStack to be offered by an independent examination institute. It focusses on how to apply and use OpenStack Software when managing company data in a Cloud.
EXIN Secure Programming
Cybercrime, data leaks and information security get more attention than ever in the news. Governments and companies dedicate more and more resources to these areas. However, most of their attention appears to be focused on reactive measures instead of on preventive measures. In-built security of applications is worth the investment. The certification of developers and software programmers is key in developing secure software.
EXIN Application Management with reference to ASL
There is considerable interest in application management. This EXIN exam tests your theoretical knowledge of the context, processes and use of application management. Included within this are references to the ASL framework. This EXIN certificate is indispensable for anyone who needs to deal with application management in his/her role.
New software releases are being issued in increasingly rapid succession, making testing ever more important. The structured test management approach of TMap NEXT® ensures a shorter time-to-market, which means that qualified testers are needed.
Testing takes time and money but offers insufficient insight into the quality of the test process itself. Applying TPI NEXT® will provide not only insight into the quality but improvement as well, taking into account the business drivers of the organization.
EXIN ITSM based on ISO/IEC 20000
With an ITSM certificate, you can show that you are a professional in IT service management. Practically orientated, on various levels and aimed at job descriptions. Choice of 11 certificates.
Indispensable for any IT specialist wishing to get to the next level in IT Service Management. Put together your own pathway from the 11 ITIL® exams. Best practices, structured method, based on the lifecycle approach.
MOF serves to ensure that an IT department runs as efficiently as possible. Its strength lies in the fact that it incorporates best practices, clear principles and practical models. This certificate is based on MOF 4.0 by Microsoft.
EPI DATA Centre Management
With few exceptions, enterprises today rely on IT for the delivery of business-critical services - often directly to the end consumer. It is therefore vital that the mission critical data centre is designed, maintained and operated with hi-availability and efficiency in mind.
This program shows that you are familiar with the main concepts of Cloud Computing and that you know what is involved in terms of procurement, management and implementation. ‘Get into the Cloud, and stay in control.’
EXIN Agile Scrum
Applying the agile way of thinking means accepting change. Even to expect it. Because of the flexible way of working, the sprints, the daily meetings and continuous testing there is constantly room to adjust the product, or to change course half way a project. In the end the project will result in a high-quality product that is according to the clients’ wishes.
EXIN Information Security
EXIN Information Security is solely based on the NEN-ISO/IEC 27002. The EXIN qualification programme information security raises awareness of risks and instils a sense of responsibility.
EXIN ITAMOrg IT Asset Management
Trends like Cloud, Mobile, Social, Bring-Your-Own-Device, Consumerization of IT, Bring-Your-Own-Application and Big Data have created significant shifts in the way businesses operate. These shifts make IT Asset Management more important than ever: it helps organizations keep a firm grip on their businesses and most valuable assets.
EXIN Business Continuity Management
Business Continuity Management is an essential part of risk management within any organization. EXIN’s Business Continuity Management certification is policy-oriented without getting into operational ‘how to’ details.
RESILIA™ is a framework of best practice designed to build cyber resilience skills across an organization. Based on the Cyber Resilience Best Practices guide it offers practical knowledge to enhance existing management strategies and help align cyber resilience with IT operations, security and incident management.
It is a widely used project management method that navigates you through all the essentials for running a successful project.
P3O® Certification - Portfolio, Programme and Project Offices
It provides advice on how to develop a governance structure that helps optimize an organization’s investment in change.
MoV® - Management of Value
It provides a systematic method to define what value means for organizations, and to communicate it clearly to maximize value across portfolios, programs, projects and operations.
M_o_R® - Management of Risk
It inspects risks from strategic and operational view and within programs and projects.
MoP® - Management of Portfolios
It advices on and shows examples of how to apply principles, practices, and techniques that help optimize an organization’s investment in change.
MSP® - Managing Successful Programmes
It offers principles and processes for the implementation and management of a program.
EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities http://www.exin.com/tool
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
A+ player doesn't open VCE files correctly. A+ Player tends to provide users with irrelevant files from its own repository when it's unable to open the user's VCE file. Therefore, the file you view in A+ Player might not be the file you think you have opened. Use VCE Exam Simulator to play VCE files properly.
this file is not valid , is a bull**it. Plz remove this file.
103 is ISO 20000 certification probably for an individual looking to be a consultant or auditor. 115 is IT service management foundation based on ISO 20000.
Still Valid. Pass the Exam 88%.but 4 New Question.
Can someone please confirm if this dump is valid please?
please inform us whether this dumb still valid or not. and anyone can inform me what is the different between ISO IEC 20000 Foundation (ISO20KF EX0-103) and IT Service Management Foundation based on ISOIEC 20000 (ITSM20F.EN or ">EX0-115). Very appreciated to whom that may answer my questions.
Anyone took the 114 exam lately and used this to revise? im taking it in July. Any help would be appreciated.
Daer Awais,114 exam has some exam questions about 115.But 115 exam not finish yet
Dear Benny,i am also planning for ex0-114, did get that ex0-115 and 114 are same.
Dear Lok, finish exam? But this topic same with EX0-114?
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Did you know? (Setting output filename to a field value of the message without any custom code or orchestration)
I saw this question in the BizTalk newsgroups:
> Hi,> Is it possible to set the filename of a message with a value inside it> which is available as a promoted property..> I know this can be done using a custom pipeline component .But is there a> way without it?> I have no orchestrations in my solution..>> TIA>
Yes, it is possible!... here is how.
1. Right click on the schema node you want to promote, select Promote-->show promotions.2. On the “property fields” tab, click on the folder icon (to add new propertyschema)3. Expand the references, expand Microsoft.BizTalk.GlobalPropertySchemas and select FILE.bts_file_properties.4. Add your node as promoted and select ReceivedFileName in the property column as the property to which to promote to.5. In the send port configuration use the macro %SourceFileName%6. Don’t forget to use XMLReceive pipeline at the receive port.
That’ it! No custom pipeline no orchestration. This can be useful in content based routing scenarios where there are no orchestrations involved.
The XMLReceive pipeline will overwrite the source file name value in the context with the value of the field inside the message.
Benny MathewSeamless Integration SolutionsBizTalk Consulting, Development, TrainingBangalore, India
Exin EX0-117 : ITIL Foundation (syllabus 2011) Exam
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