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Exam Information
Official specifications published by Exin
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Skills this practice test covers
- Explain how Adapt and Adopt is used in service management and how IT services differ from non-IT services.
- Describe what a service management system is and how management system standards can be integrated.
- Outline the leadership, governance, documentation and resource requirements of an SMS.
- Match service catalog, asset and configuration management to their objectives and activities.
- Tell incident, service request and problem management apart in a described situation.
- Explain how availability, continuity and information security management protect a service.
Explore related topics
EX0-115 exam content
3 domains · 22 topics · 248 of 256 questions sorted by domain
Introduction to IT service management15%35 questions
This domain sets out the basic ideas. Candidates explain Adapt and Adopt, the difference between IT and non-IT services, the value of service management and continual improvement, and the purpose and benefits of ISO/IEC 20000.
Skills tested
- Explain how Adapt and Adopt is used within service management.
- Describe the value of service management and the principles of continual improvement.
- Identify the purpose and benefits of ISO/IEC 20000.
- Explain how management system standards are designed so that one organization can integrate several.
Questions by topic
- Core concepts surrounding ISO/IEC 20000-1:201813
- Core concepts of IT service management22
Service management system (SMS)30%69 questions
This domain covers what the standard requires of the SMS itself. Candidates explain how the organization and its interested parties shape the SMS, describe risks and opportunities, objectives, leadership, governance, documentation and resources, and explain how services are designed, transitioned and improved.
Skills tested
- Explain how the organization and its interested parties affect the SMS.
- Outline the leadership responsibilities and the general governance principles.
- Describe the documentation requirements and the requirements for resource management.
- Describe how the SMS and its services are monitored, measured, evaluated and improved.
Questions by topic
- Core concepts of the service management system21
- Critical elements of a service management system48
The operation of the service management system (SMS)55%144 questions
The largest domain covers the processes that run services day to day, in six groups from service portfolio to service assurance. For each process, candidates describe its objectives and service requirements and explain its activities and practical use.
Skills tested
- Describe service catalog management, asset management and configuration management.
- Explain business relationship, service level and supplier management.
- Explain budgeting and accounting for services, demand management and capacity management.
- Follow change management and release and deployment management for a new or changed service.
- Explain how service availability, service continuity and information security management assure a service.
Questions by topic
- Service assurance processes (service continuity management)8
- Service assurance processes (information security management)7
- Service assurance processes (service availability management)7
- Supply and demand processes (capacity management)7
- Resolution and fulfilment processes (incident management)8
- Service portfolio processes (configuration management)8
- Service portfolio processes (service catalog management)9
- Supply and demand processes (demand management)8
- Resolution and fulfilment processes (problem management)15
- Relationship and agreement processes (supplier management)10
- Service design, build and transition processes (change management)9
- Relationship and agreement processes4
- Supply and demand processes (budgeting and accounting for services)8
- Service design, build and transition processes (release and deployment management)7
- Resolution and fulfilment processes (service request management)7
- Service portfolio processes (asset management)6
- Relationship and agreement processes (business relationship management)8
- Relationship and agreement processes (service level management)8
Requirements
- No formal prerequisites: anyone can book the exam.
- Recommended: some familiarity with organizational IT processes and with how services are delivered.
About the EX0-115 exam
For staff who run, design or audit IT services, EX0-115 tests the basics of IT service management as the standard ISO/IEC 20000-1:2018 sets them out. It checks what a service management system (SMS) is, what the standard requires of one, and how the processes that deliver services work. EXIN tests recall and understanding rather than hands-on tasks. Passing earns the EXIN IT Service Management Foundation certificate, and it does not expire.
The operation domain carries the most weight on the exam and holds the most questions in the PlanetCert practice test. Within it, problem management has the largest share. The explanations name the process each answer belongs to, which helps where two processes overlap, such as incident and problem management or change and release management. Flashcard mode suits EXIN's list of basic concepts, and Brainy AI Assistant can explain how a requirement of the standard looks in a working service organization.
How to earn the certification
- Earns
- EXIN IT Service Management FoundationFoundation
The certificate does not expire.
How to prepare for EX0-115
- 1
Read the standard clause by clause
Skim ISO/IEC 20000-1:2018 from the context of the organization and leadership through planning, support, operation, evaluation and improvement. The literature matrix in EXIN's preparation guide maps each exam topic to these clauses.
- 2
Sort the processes into six groups
List the six process groups of the operation domain and place each process under its group, from service catalog management to information security management.
- 3
Learn the basic concepts with examples
EXIN's preparation guide lists the terms candidates must know, from accounting to value, and expects an example for each. Drill them in flashcard mode.
- 4
Contrast look-alike processes
Set incident management against problem management, and change management against release and deployment management. Note what triggers each process and what it produces.
- 5
Give the operation domain the most time
The operation domain carries the most weight. Work the EX0-115 practice test one domain at a time, then take a run in Timed Mode and ask Brainy AI Assistant about any process that was confused.
Start a timed EX0-115run
EXIN names two sources as exam literature: the ISO/IEC 20000-1:2018 standard and Dolf van der Haven's IT Service Management: ISO/IEC 20000-1:2018 introduction and implementation guide. EXIN's accredited training organizations teach the course.
Who EX0-115 is for
- Team leaders and managers who run or oversee IT services.
- Service designers, IT architects and planners who shape services around ISO/IEC 20000.
- IT auditors and consultants who assess a service management system against the standard.
- Suppliers and customers of service providers that follow the standard.
Typical job titles: IT service manager · Service delivery manager · Process manager · ITSM consultant · IT auditor
EX0-115 glossary
17 terms from the exam objectives and the vendor's official material, each defined in a sentence.
- Adapt and Adopt
- The principle of tailoring service management guidance to the organization, then using it to build practices that meet the standard.
- Configuration item (CI)
- A component that must be controlled to deliver a service, such as a server, a software release or a document.
- Continual improvement
- Recurring activity to make the SMS and its services work better over time.
- Demand management
- Understanding and influencing customer demand for services, so that capacity can meet it.
- Documented information
- Information that the organization must control and keep, together with the medium it is stored on.
- Emergency change
- A change that must be made quickly, for example to restore a service, through a faster approval route.
- Interested party
- A person or organization that can affect, or be affected by, a decision or activity of the service provider.
- Key performance indicator (KPI)
- A measure that shows how well a process or service meets its objectives.
- Known error
- A problem whose root cause, or a way to reduce or remove its impact, has been identified.
- Management system standards (MSSs)
- ISO standards for management systems that share a common structure, so one organization can integrate several of them.
- Non-conformity
- A failure to meet a requirement, either of the standard or of the organization's own SMS.
- Request for change (RFC)
- A formal proposal to change a service, a service component or the SMS.
- Service catalog
- Documented information about the services an organization provides to its customers.
- Service level agreement (SLA)
- A documented agreement between a service provider and a customer that sets out the services and their targets.
- Service management system (SMS)
- The management system that directs and controls a service provider's service management activities.
- Service request
- A request from a user for information, advice, access to a service or a pre-approved change.
- Top management
- The person or group of people who direct and control the organization at the highest level.