EXIN EX0-101 Online Practice Questions and Exam Preparation

EXIN EX0-101 Online Questions & Answers

• Question 11:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only
  B. 1 and 3 only
  C. 2 and 3 only
  D. All of the above
  D. All of the above

• Question 12:

  Which one of the following does service metrics measure?

  A. Functions
  B. Maturity and cost
  C. The end-to-end service
  D. Infrastructure availability
  C. The end-to-end service

• Question 13:

  Which one of the following is the BEST definition of the term service management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services
  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  C. The management of functions within an organization to perform certain activities
  D. Units of organizations with roles to perform certain activities
  A. A set of specialized organizational capabilities for providing value to customers in the form of services

• Question 14:

  Which of the following activities are performed by a desk?

  1.

  Logging details of incidents and service requests

  2.

  Providing first-line investigation and diagnosis

  3.

  Restoring service

  4.

  Implementing all standard changes

  A. All of the above
  B. 1, 2 and 3 only
  C. 2 and 4 only
  D. 3 and 4 only
  B. 1, 2 and 3 only

• Question 15:

  Which process is responsible for discussing reports with customers showing whether services have met their targets?

  A. Continual service improvement
  B. Change management
  C. Service level management
  D. Availability management
  C. Service level management

• Question 16:

  Which one of the following is NOT part of the service design stage of the service lifecycle?

  A. Designing and maintaining all necessary service transition packages
  B. Producing quality, secure and resilient designs for new or improved services
  C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
  D. Measuring the effectiveness and efficiency of service design and the supporting processes
  A. Designing and maintaining all necessary service transition packages

• Question 17:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component
  B. The level of risk that affects a service or process
  C. How long a service or configuration item (CI) can perform its function without failing
  D. How quickly a service or component can be restored to normal working order
  C. How long a service or configuration item (CI) can perform its function without failing

• Question 18:

  Which statement about the emergency change advisory board (ECAB) is CORRECT?

  A. The ECAB considers every high priority request for change
  B. Amongst the duties of the ECAB is the review of completed emergency changes
  C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
  D. The ECAB will be chaired by the IT director
  C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

• Question 19:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)
  B. Customer and user satisfaction
  C. Service requirements and warranty
  D. Resources and capabilities
  D. Resources and capabilities

• Question 20:

  Which areas of service management can benefit from automation?

  1.

  Design and modeling

  2.

  Reporting

  3.

  Pattern recognition and analysis

  4.

  Detection and monitoring

  A. 1, 2 and 3 only
  B. 1, 3 and 4 only
  C. 2, 3 and 4 only
  D. All of the above
  D. All of the above