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EX0-100 ITIL foundation certificate in it service management(exin)

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EXIN · EX0-100

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Question 1

Single choice

An analysis has been made regarding the expansion of the customer information database. The result indicates that the mainframe disk capacity must be increased, to accomodate the expected growth of the database in the foreseeable future.

Which process is responsible for sharing this information on time, to make sure that the available disk space is sufficient?

A
Availability Management
B
Capacity Management
C
Security Management
D
Change Management

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Correct answerB

Question 2

Single choice

Which ITIL process is responsible for analyzing risks and counter measures?

A
Service Desk
B
Capacity Management
C
Problem Management
D
IT Service Continuity Management

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Correct answerD

Question 3

Single choice

A power failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available.

When should power failure be considered a disaster to enact the ITSC Plan?

A
When the time within which the failure should be solved, has exceeded.
B
Immediately, as the IT service can no longer be used.
C
When the Incident Manager thinks this is necessary.
D
When the Continuity Manager expects the failure to last longer than the maximum period of time mentioned in the Service Level Agreement.

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Correct answerD

Question 4

Single choice

When the cause of one or more incidents is not known, additional resources are assigned to identify the cause.

Which ITIL process is responsible for this?

A
Service Level Management
B
Incident Management
C
Problem Management
D
Capacity Management

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Correct answerC

Question 5

Single choice

Which ITIL process has the following objective? Correcting malfunctions in the services as quickly as possible by minimizing the consequences of the malfunctions, so that the user is hindered as little as possible.

A
Change Management
B
Availability Management
C
Incident Management
D
Problem Management

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Correct answerC

Question 6

Single choice

Which of the following parties involved in an incident determines whether that incident can be closed?

A
employee of the Service Desk
B
user
C
purchaser of the services
D
Service Manager

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Correct answerB

Question 7

Single choice

Which ITIL process aims to trace business-critical services for which supplementary emergency measures must be taken?

A
IT Service Continuity Management
B
Capacity Management
C
Availability Management
D
Problem Management

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Correct answerA

Question 8

Single choice

What is the basis of the ITIL approach to Service Management?

A
interrelated activities
B
departments
C
IT resources
D
officials

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Correct answerA

Question 9

Single choice

Of which ITIL process are Reliability, Serviceability and Maintainability components?

A
Service Level Management
B
IT Service Continuity Management
C
Problem Management
D
Availability Management

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Correct answerD

Question 10

Single choice

Which ITIL process includes the activity of describing and registering all components in the IT infrastructure?

A
Configuration Management
B
Capacity Management
C
Problem Management
D
Service Level Management

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Correct answerA

Question 11

Single choice

In Change Management, a number of activities take place between the acceptance of a Request for Change and the completion of the change.

Which activity is performed after acceptance of a Request for Change?

A
implementing the change
B
scheduling the Request for Change
C
determining the urgency of the change
D
building and testing the change

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Correct answerC

Question 12

Single choice

Which of the following is a benefit of using ITIL?

A
that the quality and the costs of the IT services can be controlled more efficiently
B
that the users can influence the IT organization providing the IT services
C
that the organization around the IT services can be set up faster
D
that it is finally possible to charge for IT services

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Correct answerA

Question 13

Single choice

Release Management has distributed a defective Release. As a result, monthly invoicing has come to a standstill. This has very radical consequences for the business and has been reported as an incident.
According to ITIL best practices, what should happen next?

A
Problem Management will submit a Request for Change (RFC).
B
Service Level Management will start a Service Improvement Program (SIP).
C
Change Management will start a Post Implementation Review (PIR).
D
Release Management will implement the back-out plan.

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Correct answerD

Question 14

Single choice

Which of the following statements about the Service Catalogue is correct?

A
It describes only those services that are also included in the Service Level Agreement (SLA).
B
It can be used instead of an SLA.
C
It is necessary in order to draw up an SLA.
D
It describes all services that can be supplied by the IT management organization.

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Correct answerD

Question 15

Single choice

Where are the statuses of changes recorded?

A
in the Configuration Management Database (CMDB)
B
in the Known Error database
C
in the Change database
D
in the Definitive Software Library (DSL)

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Correct answerA

Question 16

Single choice

Which of the following is a department rather than a process?

A
Incident Management
B
Service Desk
C
Problem Management
D
Change Management

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Correct answerB

Question 17

Single choice

What is the first activity when implementing a release?

A
designing and building a release
B
communicating and preparing the release
C
compiling the release schedule
D
testing a release

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Correct answerC

Question 18

Single choice

Where is the planning of changes kept up to date?

A
the CAB (Change Advisory Board)
B
SIP (Service Improvement Program)
C
the CMDB (Configuration Management Database)
D
the FSC (Forward Schedule of Changes)

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Correct answerD

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ITIL foundation certificate in it service management(exin)

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