EXIN EX0-100 Online Practice Questions and Exam Preparation

EXIN EX0-100 Online Questions & Answers

• Question 61:

  Which of the following is a benefit of using ITIL?

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

• Question 62:

  Of which ITIL process are Reliability, Serviceability and Maintainability components?

  A. Service Level Management
  B. IT Service Continuity Management
  C. Problem Management
  D. Availability Management
  D. Availability Management

• Question 63:

  Which ITIL process has the following objective? Correcting malfunctions in the services as quickly as possible by minimizing the consequences of the malfunctions, so that the user is hindered as little as possible.

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

• Question 64:

  When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?

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

• Question 65:

  Which statement best describes the role of the Service Desk?

  A. The Service Desk ensures that the telephone is always manned.
  B. The primary task of the Service Desk is to investigate problems.
  C. The Service Desk functions as the first contact for the customer.
  D. The Service Desk ensures that the agreed IT service is available.
  C. The Service Desk functions as the first contact for the customer.

• Question 66:

  A customer calls the Service Desk and reports that the system is slow. He asks whether he can be given ther PC like his colleague's, which is much faster. Which term is applicable to this situation?

  A. Problem
  B. Request for Change
  C. Incident
  D. Classification
  C. Incident

• Question 67:

  What is meant by the urgency of an incident?

  A. the time needed by IT Services to resolve the incident
  B. the degree to which the incident gives rise to a deviation from the normal service level
  C. the degree to which the solution of an incident tolerates delay
  D. the relative importance of the incidents when handling them
  C. the degree to which the solution of an incident tolerates delay

• Question 68:

  What is the use of additional technical expertise in the Incident Management process called?

  A. functional escalation
  B. problem analysis
  C. incident classification
  D. resolution and recovery of the incident
  A. functional escalation

• Question 69:

  The Capacity Manager asks the user of an application whether a certain activity can be performed at night so that the CPU is not overloaded during the day. What part of the Capacity Management process does this refer to?

  A. Modeling
  B. Demand Management
  C. Application Management
  D. Application Sizing
  B. Demand Management

• Question 70:

  Which of the following parties involved in an incident determines whether that incident can be closed?

  A. employee of the Service Desk
  B. user
  C. purchaser of the services
  D. Service Manager
  B. user