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EXIN,Inc – ITIL Foundation Certificate In It Service Management(Exin) EX0-100 Practice exam
Exam Number/Code: EX0-100
Questions and Answers:120 Q&As
Updated: 2009-08-21
Register for Exam: Prometric/Pearson VUE
Exam Name:ITIL Foundation Certificate In It Service Management(Exin)
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Exam : EXIN EX0-100
Title : ITIL Foundation Certificate In It Service Management(Exin)
1. 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
2. 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
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 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
5. 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
6. 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
7. Managing risk is an essential part of which processes?
A. Problem Management and Capacity Management
B. Availability Management and Service Level Management
C. IT Service Continuity Management and Financial Management for IT Services
D. IT Service Continuity Management and Availability Management
Answer: D
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. 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
10. 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
11. 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
12. Which process includes developing a recovery plan?
A. IT Service Continuity Management
B. Problem Management
C. Capacity Management
D. Availability Management
Answer: A
13. 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
14. 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
15. 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
EX0-100 Practice exam Description
Credit Toward CertificationWhen you pass Practice exam EX0-100: ITIL Foundation Certificate In It Service Management(Exin), you complete the requirements for the following certification(s):
EXIN,Inc Certified Technical Specialist: ITIL Foundation Certificate In It Service Management(Exin) Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of EXIN,Inc.EXIN,Inc exam might include adaptive testing technology and simulation items.EXIN,Inc does not identify the format in which exam are presented. Please use this preparation guide to prepare for the exam, regardless of its format.
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