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EX0-100 Real Exam Questions

ITIL foundation certificate in it service management(exin)

120 questions available · Page 1 of 12

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Question 1 Single choice

When is a back-out plan invoked?

  1. A

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

  2. B

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

  3. C

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

  4. D

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

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Correct answer: A

Question 2 Single choice

Which ITIL process is responsible for creating the cost agreements for extra support of the Service Desk?

  1. A

    Incident Management

  2. B

    Availability Management

  3. C

    Financial Management for IT Services

  4. D

    Service Level Management

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Correct answer: D

Question 3 Single choice

When is a Known Error identified?

  1. A

    When the cause of the problem is known.

  2. B

    When the problem is known.

  3. C

    When the problem has been resolved.

  4. D

    When the incident has been sent to Problem Management.

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Correct answer: A

Question 4 Single choice

Information and Communication Technologies (ICT) includes both Asset Management and Configuration Management.

What is the difference between Asset Management and Configuration Management?

  1. A

    Configuration Management makes an inventory of the Configuration Items and Asset Management registers them.

  2. B

    Asset Management focuses exclusively on the book value and Configuration Management on the status of Configuration Items.

  3. C

    Configuration Management is a component of Asset Management, so there are no differences between them.

  4. D

    Asset Management monitors aspects such as depreciation and Configuration Management monitors aspects such as the relationships between the Configuration Items.

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Correct answer: D

Question 5 Single choice

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

  1. A

    by checking contracts with suppliers

  2. B

    by defining service levels

  3. C

    by measuring customer satisfaction

  4. D

    by reporting on all incidents

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Correct answer: C

Question 6 Single choice

Which aspects are described in a Service Level Agreement (SLA)?

  1. A

    the company strategy

  2. B

    the technological developments that can affect the services offered

  3. C

    the quality, expressed in quantity and costs, of the services offered

  4. D

    the costs and expected revenue of the services offered

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Correct answer: C

Question 7 Single choice

Where is the planning of changes kept up to date?

  1. A

    the CAB (Change Advisory Board)

  2. B

    SIP (Service Improvement Program)

  3. C

    the CMDB (Configuration Management Database)

  4. D

    the FSC (Forward Schedule of Changes)

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Correct answer: D

Question 8 Single choice

Which ITIL process is responsible for setting up the cost allocation system?

  1. A

    Financial Management for IT Services

  2. B

    Availability Management

  3. C

    Service Level Management

  4. D

    Capacity Management

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Correct answer: A

Question 9 Single choice

What does Mean Time To Repair (MTTR) mean?

  1. A

    average time between two consecutive incidents

  2. B

    average downtime of a service

  3. C

    average time of the breakdown-free period within a measured period

  4. D

    average uptime of a service

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Correct answer: B

Question 10 Single choice

What is the difference between a process and a project?

  1. A

    A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.

  2. B

    A project is continuous and has no end date, whereas a process has a finite lifespan.

  3. C

    A process is continuous and has no end date, whereas a project has a finite lifespan.

  4. D

    In a project the focus is not on the result, whereas with a process the result is important.

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Correct answer: C