EXIN EXIN Inc Certification EX0-101 Questions & Answers

• Question 11:

  In which of the following areas would ITIL complementary guidance provide assistance?

  1.

  Adapting best practice for specific industry sectors

  2.

  Integrating ITIL with other operating models

  A. Both of the above

  B. Neither of the above

  C. Option 1 only

  D. Option 2 only

  Correct Answer: A

• Question 12:

  What do customer perceptions and business outcomes help to define?

  A. The value of a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 13:

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

  A. RACI model

  B. Incident model

  C. Continual service improvement (CSI) approach

  D. The Deming Cycle

  Correct Answer: A

• Question 14:

  Which one of the following do technology metrics measure?

  A. Components

  B. Processes

  C. The end-to-end service

  D. Customer satisfaction

  Correct Answer: A

• Question 15:

  Which one of the following is the BEST description of a service-based service level agreement (SLA)?

  A. An agreement with an individual customer group, covering all the services that they use

  B. An agreement that covers one service for a single customer

  C. An agreement that covers service specific issues in a multi-level SLA structure

  D. An agreement that covers one service for all customers of that service

  Correct Answer: D

• Question 16:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 17:

  Which process is responsible for ensuring that appropriate testing takes place?

  A. Knowledge management

  B. Release and deployment management

  C. Service asset and configuration management

  D. Service level management

  Correct Answer: B

• Question 18:

  In which core UIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

  A. Service strategy

  B. Service design

  C. Service transition

  D. Service operation

  Correct Answer: B

• Question 19:

  Which one of the following is the CORRECT set of steps for the continual service improvement approach?

  A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

  B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

  C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

  Correct Answer: D

• Question 20:

  The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

  A. Customer level

  B. Service level

  C. Corporate level

  D. Configuration level

  Correct Answer: D