EXIN EX0-100 Online Practice Questions and Exam Preparation

EXIN EX0-100 Online Questions & Answers

• Question 1:

  Which ITIL process aims to prevent incidents resulting from changes to the IT infrastructure?

  A. Problem Management
  B. Availability Management
  C. Incident Management
  D. Change Management
  D. Change Management

• Question 2:

  When must a Post Implementation Review take place?

  A. at the request of the person who submitted the Change request
  B. in case of emergency changes
  C. if another incident of the same type occurs again after a Change has been made
  D. after every Change
  D. after every Change

• Question 3:

  In the Change Management process, which role is ultimately responsible for the entire process?

  A. Change Manager
  B. Change Coordinator
  C. Change Advisory Board
  D. IT Manager
  A. Change Manager

• Question 4:

  Which of the following is an example of proactive Problem Management?

  A. a trend analysis
  B. a report regarding the Problem Management process
  C. a change request
  D. an urgent change
  A. a trend analysis

• Question 5:

  Reports of different types arrive at a Service Desk. Which of the following reports is an incident?

  A. a request for the installation of a new bookkeeping package
  B. a report that the printer is not working
  C. a question about where the manual is
  D. information about the departure time of the train to London
  B. a report that the printer is not working

• Question 6:

  How can an organization determine the effectiveness of the Service Level Management process?

  A. by checking contracts with suppliers
  B. by defining service levels
  C. by measuring customer satisfaction
  D. by reporting on all incidents
  C. by measuring customer satisfaction

• Question 7:

  Which of the following is a benefit of using ITIL?

  A. that the quality and the costs of the IT services can be controlled more efficiently
  B. that the users can influence the IT organization providing the IT services
  C. that the organization around the IT services can be set up faster
  D. that it is finally possible to charge for IT services
  A. that the quality and the costs of the IT services can be controlled more efficiently

• Question 8:

  Which status is a problem assigned once its cause has been identified?

  A. Work-around
  B. Request for Change (RFC)
  C. Incident
  D. Known Error
  D. Known Error

• Question 9:

  Which ITIL process provides an insight, through the Modeling activity, into trends that could cause performance problems in the future?

  A. Availability Management
  B. Incident Management
  C. Service Level Management
  D. Capacity Management
  D. Capacity Management

• Question 10:

  What does Mean Time To Repair (MTTR) mean?

  A. average time of the breakdown-free period within a measured period
  B. average downtime of a service
  C. average time between two consecutive incidents
  D. average uptime of a service
  B. average downtime of a service