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Updated: Sep 02, 2026
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EXIN EX0-114 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Introduction to IT Service Management & ISO/IEC 20000 | 35% | - PDCA cycle and Service Management System (SMS) - Purpose and scope of ITSM - Concepts and terminology of ISO/IEC 20000 |
| Relationship & Control Processes | 20% | - Change and release control - Problem management - Incident and service request management - Business relationship and supplier management |
| Improvement & Quality Approach | 10% | - Quality principles in ITSM - Continual service improvement |
| Service Delivery Processes | 15% | - Information security management - Availability and continuity management - Service level management - Capacity management |
| Service Management General Requirements | 20% | - Responsibility, authority and competence - Monitoring, measurement and improvement - Documented information and planning |
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