EX0-100 Exam
ITIL Foundation Certificate In It Service Management(Exin)
- Exam Number/Code : EX0-100
- Exam Name : ITIL Foundation Certificate In It Service Management(Exin)
- Questions and Answers : 120 Q&As
- Update Time: 2011-09-21
- Price:
$ 119.00$ 69.00
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EXIN,Inc EXIN Inc Certification EX0-100 exam braindumps questions and answers
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Exam : EXIN EX0-100
Title : ITIL Foundation Certificate In It Service Management(Exin)
1. Where can you find an overview of all IT services?
A. Operational Level Agreement (OLA)
B. Service Catalog
C. Service Level Agreement (SLA)
D. Service Window
Answer: B
2. Which information does Financial Management for IT Services extract from the Configuration Management Database (CMDB)?
A. which equipment is being used by whom
B. where the equipment has been set up
C. which software version is being used
D. which equipment is causing incidents
Answer: A
3. Which of the following processes provides Problem Management with reports about the IT infrastructure?
A. Financial Management for IT Services
B. Change Management
C. Configuration Management
D. Incident Management
Answer: C
4. Which process includes developing a recovery plan?
A. IT Service Continuity Management
B. Problem Management
C. Capacity Management
D. Availability Management
Answer: A
5. Which aspect is important when registering security incidents?
A. the person who reported the incident
B. the applicable disciplinary measures
C. qualified Service Desk employees
D. recognizing the event as a security incident
Answer: D
6. Which Change Management activity indicates the priority and category of an accepted Request for Change (RFC)?
A. classification
B. coordination
C. registration
D. scheduling
Answer: A
7. What is produced when Problem Management identifies the cause of a Problem and a workaround?
A. a Request for Change
B. a resolved Problem
C. a Known Error
D. one or more resolved incidents
Answer: C
8. How does Problem Management differ from Incident Management?
A. Incident Management focuses on registration and Problem Management does not.
B. Problem Management focuses on restoration of service and Incident Management focuses on finding the cause.
C. Incident Management focuses on restoration of service and Problem Management focuses on finding the cause.
D. Problem Management generates reports and Incident Management does not.
Answer: C
9. What does the term "Serviceability" refer to?
A. contracts between external suppliers and the customer
B. contracts between external suppliers of services and the IT department
C. contracts between internal IT departments
D. contracts between IT management and the customer
Answer: B
10. Certain data is needed to describe an ITIL?process. This includes the objectives and the output. What else is required?
A. activities
B. authorisations
C. environment
D. Configuration Management Database (CMDB)
Answer: A
11. Which of the following tasks is assigned to each process manager?
A. ensuring the smooth running of the process
B. setting up Service Level Agreements with the users
C. channeling data to Problem Management
D. following up on Incidents
Answer: A
12. Which of the following is not regarded as an incident?
A. a complaint about the service of the Service Desk
B. a standard request for change
C. a report of a breakdown
D. a question about how an application works
Answer: B
13. When an IT service provider adopts and adapts ITIL?best practices, which of the following is the greatest benefit?
A. Work is carried out using a project-oriented approach.
B. There is a central Service Desk.
C. The organization is more customer-oriented.
D. Work is carried out using a process-oriented approach.
Answer: D
14. Which item is required in the Post Implementation Review (PIR) of a Change?
A. whether the Change has achieved the intended goal
B. whether the CI registration in the Configuration Management Database (CMDB) is up-to-date
C. whether the Management of the IT department is satisfied with the implementation of the Change
D. to which Configuration Items (CIs) the Change relates
Answer: A
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