EXIN EX0-100 Online Practice Questions and Exam Preparation

EXIN EX0-100 Online Questions & Answers

• Question 31:

  Where are activities documented with the aim of improving an IT service?

  A. Service Improvement Program (SIP)
  B. Service Quality Plan (SQP)
  C. Service Level Agreement (SLA)
  D. Service Catalogue
  A. Service Improvement Program (SIP)

• Question 32:

  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 33:

  A power failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available. When should power failure be considered a disaster to enact the ITSC Plan?

  A. When the time within which the failure should be solved, has exceeded.
  B. Immediately, as the IT service can no longer be used.
  C. When the Incident Manager thinks this is necessary.
  D. When the Continuity Manager expects the failure to last longer than the maximum period of time mentioned in the Service Level Agreement.
  D. When the Continuity Manager expects the failure to last longer than the maximum period of time mentioned in the Service Level Agreement.

• Question 34:

  Which subject should be one of the standard items on the agenda of a meeting of the Change Advisory Board (CAB)?

  A. the wishes of customers to implement Changes
  B. the registration of Changes
  C. reports from Service Level Management
  D. ongoing or concluded Changes
  D. ongoing or concluded Changes

• Question 35:

  Which activity is not a Service Desk activity?

  A. solving a Problem
  B. relating an incident to a Known Error
  C. registering Incidents
  D. applying temporary fixes
  A. solving a Problem

• Question 36:

  Which of the following is a department rather than a process?

  A. Problem Management
  B. Change Management
  C. Incident Management
  D. Service Desk
  D. Service Desk

• Question 37:

  How does Problem Management contribute to a higher solution percentage of first-line support?

  A. by analyzing open incidents
  B. by making a knowledge database available
  C. by preventing incidents
  D. by evaluating incidents with the customer
  B. by making a knowledge database available

• Question 38:

  For what is Capacity Management responsible?

  A. Security
  B. Maintainability
  C. Resource Management
  D. Serviceability
  C. Resource Management

• Question 39:

  What is the basis of the ITIL approach to Service Management?

  A. interrelated activities
  B. departments
  C. IT resources
  D. officials
  A. interrelated activities

• Question 40:

  Which activity in the ITIL process "Financial Management for IT Services" is responsible for billing the services that were provided to the customer?

  A. Budgeting
  B. Reporting
  C. Charging
  D. Accounting
  C. Charging