EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 11:

  Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

  A. RACI model

  B. Incident model

  C. Continual service improvement (CSI) model

  D. The Deming Cycle

  Correct Answer: A

• Question 12:

  Which of the following activities is be performed by access management?

  A. Providing physical security for staff data centers and other buildings

  B. Managing access to computer rooms and other secure locations

  C. Managing access to the service desk

  D. Managing the rights to use a service or group of services

  Correct Answer: D

• Question 13:

  Which of the following is NOT defined as part of every process?

  A. Roles

  B. Inputs and outputs

  C. Functions

  D. Metrics

  Correct Answer: C

• Question 14:

  Customer perceptions and business outcomes help lo define what?

  A. The value off a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 15:

  Which of the following questions does the guidance in service strategy help to answer?

  1.

  What services should we offer and to whom?

  2.

  How do we differentiate ourselves from competing alternatives?

  3.

  How do we create value for our customers?

  A. 1 only

  B. 2 only

  C. 3onfy

  D. All of the above

  Correct Answer: D

• Question 16:

  Which core publication will you find detailed descriptions of service catalog management, information security and support management?

  A. Service strategy

  B. Service design

  C. Service transition

  D. Service operation

  Correct Answer: B

• Question 17:

  Which of the following is an objective of service transition?

  A. To negotiate service levels for new services

  B. To plan and manage the resource requirements for releases

  C. To provide quality knowledge of incident and problem management

  D. To plan and manage entries in the service catalogue.

  Correct Answer: B

• Question 18:

  Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

  A. IT management

  B. Service desk manager

  C. Business management

  D. The change manager

  Correct Answer: C

• Question 19:

  When tan a known error record tie raised?

  1.

  At any time when it would be useful to do so

  2.

  After a workaround has been found

  A. 2onty

  B. 1 only

  C. Neither of the above

  D. Both of the above

  Correct Answer: C

• Question 20:

  Which of the following activities is NOT a part of the Derning Cycle?

  A. Act

  B. Plan

  C. Do

  D. Co-ordinate

  Correct Answer: D