EXIN EXIN Inc Certification EX0-101 Questions & Answers

• Question 61:

  Which one of the following is the purpose of service level management?

  A. To carry out the service operations activities needed to support current IT services

  B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  C. To create and populate a service catalogue

  D. To ensure that an agreed level of IT service is provided for all current IT services

  Correct Answer: D

• Question 62:

  Which one of the following is the BEST description of a relationship in service asset and configuration management?

  A. Describes the topography of the hardware

  B. Describes how the configuration items (CIs) work together to deliver the services

  C. Defines which software should be installed on a particular piece of hardware

  D. Defines how version numbers should be used in a release

  Correct Answer: B

• Question 63:

  Which one of the following can help determine the level of impact of a problem?

  A. Definitive media library (DML)

  B. Configuration management system (CMS)

  C. Statement of requirements (SOR)

  D. Standard operating procedures (SOP)

  Correct Answer: B

• Question 64:

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

  A. The part of a contract that specifies the responsibilities of each party

  B. An agreement between the service provider and an internal organization

  C. An agreement between a service provider and an external supplier

  D. An agreement between the service provider and their customer

  Correct Answer: D

• Question 65:

  What is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes that will meet business needs

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 66:

  In terms of adding value to the business, which one of the following describes service operation s contribution?

  A. The cost of the service is designed, predicted and validated

  B. Measures for optimization are identified

  C. Service value is modeled

  D. Service value is visible to customers

  Correct Answer: D

• Question 67:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 68:

  Which of the following are the MAIN objectives of incident management?

  1.

  To automatically detect service-affecting events

  2.

  To restore normal service operation as quickly as possible

  3.

  To minimize adverse impacts on business operations

  A. 1 and 2 only

  B. 2 and 3 only C

  C. 1 and 3 only

  D. All of the above

  Correct Answer: B

• Question 69:

  Which one of the following statements BEST describes a definitive media library (DML)?

  A. A secure location where definitive hardware spares are held

  B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

  C. A database that contains definitions of all media CIs

  D. A secure library where definitive authorized versions of all software and back-ups are stored and protected

  Correct Answer: B

• Question 70:

  What is the name of the group that should review changes that must be implemented faster than the normal change process?

  A. Technical management

  B. Emergency change advisory board

  C. Urgent change board

  D. Urgent change authority

  Correct Answer: B