EXIN EX0-001 Online Practice Questions and Exam Preparation

EXIN EX0-001 Online Questions & Answers

• Question 241:

  Which of the following sentences BEST describes a Standard Change?

  A. A change to the service provider's established policies and guidelines
  B. A pre-authorized change that has an accepted and established procedure
  C. A change that is made as the result of an audit
  D. A change that correctly follows the required change process
  B. A pre-authorized change that has an accepted and established procedure

• Question 242:

  Remediation planning is BEST described in which of the following ways?

  A. Planning how to recover the cost of a change
  B. Planning the steps required to be taken if a change is unsuccessful
  C. Planning how to compensate a user for a failed change
  D. Planning how to advise the change requestor of a failed change
  B. Planning the steps required to be taken if a change is unsuccessful

• Question 243:

  Which role is accountable for the operational management of a process?

  A. Process practitioner
  B. Process manager
  C. Service manager
  D. Change manager
  B. Process manager

• Question 244:

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

• Question 245:

  A consultant has made two recommendations to you in a report:

  1.

  To include legal terminology in your Service Level Agreements (SLAs)

  2.

  It is not necessary to be able to measure all the targets in an SLA

  Which of the recommendations conform to Service Level Management good practice?

  A. 1 only
  B. 2 only
  C. Both of the above
  D. Neither of the above
  D. Neither of the above

• Question 246:

  Which one of the following generates demand for services?

  A. Infrastructure trends
  B. Patterns of business activity (PBA)
  C. Cost of providing support
  D. Service level agreements (SLA)
  B. Patterns of business activity (PBA)

• Question 247:

  In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

  A. Only manage Incidents effectively through 1st and 2nd line
  B. Only manage Incidents effectively through the 1st line
  C. Only manage Incidents effectively at the 3rd line
  D. Manage Incidents effectively through 1st, 2nd and 3rd line
  D. Manage Incidents effectively through 1st, 2nd and 3rd line

• Question 248:

  Which of the following BEST describes a problem?

  A. An issue reported by a user
  B. The cause of two or more incidents
  C. A serious incident which has a critical impact to the business
  D. The cause of one or more incidents
  D. The cause of one or more incidents

• Question 249:

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

  A. The SLA covers one service, for all the customers of that service
  B. The SLA covers an individual customer group for all services they use
  C. An SLA that covers all customers for all services
  D. An SLA for a service with no customers
  A. The SLA covers one service, for all the customers of that service

• Question 250:

  What are Request Models used for?

  A. Capacity Management
  B. Modelling arrival rates and performance characteristics of service requests
  C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
  D. Identifying frequently received user requests and defining how they should be handled
  D. Identifying frequently received user requests and defining how they should be handled