EXIN EXIN Inc Certification EX0-100 Questions & Answers

• Question 11:

  For which of the following activities of Configuration Management are audits regularly implemented?

  A. status monitoring

  B. planning

  C. verification

  D. identification

  Correct Answer: C

• Question 12:

  Which ITIL process or which ITIL department has responsibilities that include distributing information to users?

  A. Change Management

  B. Incident Management

  C. Service Desk

  D. Customer Relationship Management

  Correct Answer: C

• Question 13:

  What is the first step when registering an incident?

  A. determine the priority

  B. assign an incident number

  C. record the incident data

  D. perform matching

  Correct Answer: B

• Question 14:

  When is a back-out plan invoked?

  A. When it is found that something went wrong when implementing a Change.

  B. When it is found that something went wrong when testing a Change.

  C. When it is found that something went wrong when building a Change.

  D. When it is found that something went wrong when scheduling resources.

  Correct Answer: A

• Question 15:

  What is the term used for a situation derived from a series of incidents with the same characteristics?

  A. a Change Request

  B. a Known Error

  C. a Service Call

  D. a Problem

  Correct Answer: D

• Question 16:

  Which ITIL process verifies that the modifications which have been made to the IT infrastructure have been properly documented?

  A. Configuration Management

  B. Problem Management

  C. Incident Management

  D. Availability Management

  Correct Answer: A

• Question 17:

  According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance. Which of the following answers specifies the correct sequence for these steps?

  A. Act - Check - Do - Plan

  B. Do - Plan - Check - Act

  C. Check - Plan - Act - Do

  D. Plan - Do - Check - Act

  Correct Answer: D

• Question 18:

  Security Management includes a number of sub-processes. Which activity of Security Management leads to a security sub-clause in the Service Level Agreement (SLA)?

  A. Implement

  B. Maintenance

  C. Plan

  D. Control

  Correct Answer: C

• Question 19:

  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

  Correct Answer: B

• Question 20:

  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.

  Correct Answer: D