EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 21:

  Which of the following is the BEST definition of an event?

  A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 22:

  Which of the following statements about incident reporting and logging is CORRECT?

  A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

  C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

  D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

  Correct Answer: B

• Question 23:

  Which of the following is an example of self-help capabilities?

  A. Menu-driven range of facilities used to access service requests

  B. Calls to the service desk to register standard changes

  C. A software update downloaded automatically to all laptops in an organization

  D. Software to allow programmers to debug code

  Correct Answer: A

• Question 24:

  Which of the following availability management activities are considered to be proactive as opposed to reactive?

  1.

  Monitoring system availability

  2.

  Designing availability into a proposed solution

  A. Neither of the above

  B. Both of the above

  C. 1 only

  D. 2 only

  Correct Answer: D

• Question 25:

  Which of the following do Technology metrics measure?

  A. Components

  B. Processes

  C. The end to end service

  D. Customer satisfaction

  Correct Answer: A

• Question 26:

  The design of IT services requires the effective and efficient use of what?

  A. People, process, partners, performance

  B. Performance, process, products, plans

  C. People, process, products, partners

  D. People, products, plans, partners

  Correct Answer: C

• Question 27:

  Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

  A. Service Operation

  B. Capacity Management

  C. Service Design

  D. Availability Management

  Correct Answer: A

• Question 28:

  A configuration model can be used to help 1) Assess the impact and cause of incidents and problems 2) Assess the impact of proposed changes 3) Plan and design new or changed services 4) Plan technology refresh and software upgrades

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 3 and 4 only

  Correct Answer: B

• Question 29:

  Which of these recommendations is good practice for Service Level Management?

  1) Include legal terminology in Service Level Agreements (SLAs)

  2) It is NOT necessary to be able to measure all the targets in an SLA

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 30:

  Which of the following would commonly be in a contract underpinning an IT service? 1) Marketing information 2) Contract description and scope 3) Responsibilities and dependencies

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. None of the above

  Correct Answer: C