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Exam Code: ISO20KF
Exam Name: EXIN (ISO / IEC 20000 Foundation)
One year free update, No help, Full refund!
Total Q&A: 116 Questions and Answers
Last Update: 2013-12-11

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NO.1 An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient
Capacity to meet the current and future agreed demands of the Customer's business needs. What
document is produced to support this objective?
A. Availability Plan
B. Business Resource Plan
C. Capacity Plan
D. Service Management Plan
Answer: C

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NO.2 Which service changes should be documented in change records?
A. All service changes
B. Formal closure of services
C. Staff recruitment
D. User training
Answer: A

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NO.3 The Service Provider should check that the Service Management objectives and the plan are being
achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization
Answer: C

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NO.4 Which of the following statements is true?
A. Change Management is the most important of the Control processes.
B. Release Management shall be implemented only after the processes Change Management and
Configuration Management have become mature.
C. Release Management, Change Management and Configuration Management are Control processes.
D. There shall be an integrated approach to Change and Configuration Management planning.
Answer: D

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NO.5 What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the
customer organization.
Answer: B

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NO.6 Which of the following must be included within the Service Management plan?
A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Answer: D

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NO.7 What is accreditation in the context of ISO/IEC 20000?
A. The determination of measurement results using defined procedures on the basis of
documented requirements
B. The evaluation of test results to verify compliance with requirements plus confirmation by the
certification body
C. The notification of approved testing and certification bodies with the relevant authority for publication
D. The official recognition by a third party of organizations involved in testing, inspection and certification
Answer: D

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NO.8 Which of the following tasks is assigned to each process manager?
A. Channeling data to Problem Management
B. Ensuring the process is running effectively and efficiently
C. Following up on Incidents
D. Setting up Service Level Agreements with the users
Answer: B

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NO.9 What is the objective of a Management System?
A. To define, agree, record and manage levels of services
B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. To ensure that new services and changes to services will be deliverable and manageable at the agreed
cost and services quality
D. To provide the policies and the framework that is needed for the effective management and
implementation of all IT services
Answer: D

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NO.10 Which of the following is Problem Management primarily concerned with?
A. Looking at Security Plans
B. Looking at the cause of Incidents
C. Looking at the Change Plan
D. Looking at the Release Strategy
Answer: B

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NO.11 Which of the aspects listed below is included in ISO/IEC 20000?
A. Customer communication
B. Employee motivation
C. Social responsibility
D. Standard products
Answer: A

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NO.12 What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
A. The Service Level Plans
B. The Service Management Plans
C. The SLAs with the other parties
D. The SLAs with the customers
Answer: D

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NO.13 What is mandatory to define in the Incident Management procedures?
A. The escalation of Incidents
B. The implementation of emergency Changes
C. The recording of deficiencies in the Configuration Management Database (CMDB)
D. The recording of Problems
Answer: A

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NO.14 What is the objective of Service Level Management?
A. To define, agree, record and manage levels of service
B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service
levels
C. To ensure that agreed service Availabilitycommittments to customers can be met in all
circumstances
D. To establish and maintain good relationships with Customers
Answer: A

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NO.15 Which of the following is a benefit of ISO/IEC 20000 certification?
A. It guarantees that all certified IT Service Management processes are at least audited by a registered
certification body once a year.
B. It shows that a company manages IT Services according to an independently audited quality standard.
C. It shows that a company takes quality seriously and that each service is independently
audited before it is being delivered.
D. It shows that the highest possible quality level has been achieved.
Answer: B

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NO.16 Which of the following is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should
be produced at least annually.
B. Decisions about service provision should be based on cost effectiveness comparisons.
C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
Answer: A

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NO.17 Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure
that requirements are met as agreed in all circumstances, from normal operations through to a major loss
of service. What is the minimum level of frequency with which these Plans should be developed and
reviewed?
A. At every change to the business environment
B. At least annually
C. At least bi-annually
D. In accordance with the business needs
Answer: B

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NO.18 Who conducts the "first party audit"?
A. An external independent organization
B. Customers of the IT Service Management organization
C. Other persons on behalf of the Customer
D. The IT Service Management organization itself
Answer: D

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NO.19 Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service
Provider
D. That the suppliers understand their obligation to the Service Provider
Answer: C

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NO.20 When a new service is being planned, Service Level Management needs to ensure that existing
performance levels of other IT services will not be unduly impacted. From which process will Service
Level Management require input?
A. Availability Management
B. Capacity Management
C. Financial Management for IT Services
D. IT Service Continuity Management
Answer: B

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Exam Code: EX0-112
Exam Name: EXIN (Business Information Management Foundation)
One year free update, No help, Full refund!
Total Q&A: 79 Questions and Answers
Last Update: 2013-12-11

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NO.1 Two reports that have been produced in the nightly batch processing have been damaged during
printing. This has been noticed by Operational supplier management. In which process will the end users
be informed that the reports have been damaged?
A. Business data management
B. End user support
C. Operational supplier management
Answer: B

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NO.2 What do frameworks like BiSL contribute to the implementation of effective business
information management?
A. structured activities of business information management
B. much improved quality of the IT-services
C. a uniformly implemented business information management for each organization
Answer: A

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NO.3 The cluster Use management provides information about the reliability of the business data. For which
process is this input?
A. Business data management
B. Demand management
C. Contract management
Answer: B

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NO.4 Which process produces an end user training for a new release of an application?
A. Transition
B. Prepare transition
C. Design non-automated information systems
Answer: B

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NO.5 Which process deals with defining interfaces in the area of information provisioning between various
organizations?
A. Information coordination
B. Information lifecycle management
C. Information portfolio management
D. Strategic information partner management
Answer: D

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NO.6 Which responsibility belongs to the process Demand management?
A. determining the necessary capacity for change
B. periodic consultation of the end users
C. identification of information requirements within the business process
Answer: C

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NO.7 What is not an activity of Contract management.?
A. agreeing on how the information manager is to communicate with the IT director
B. changing the time of delivery of a change
C. monitoring whether the supplied IT-services correspond to the agreed services
Answer: B

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NO.8 Which activity belongs to the process End user support?
A. dealing with calls about errors in the functionality
B. monitoring the usage of the information systems
C. adding new end users to a table
Answer: A

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NO.9 Which activities are not in a transition plan?
A. the activities that are required for a successful preparation of the implementation
B. the generic activities that have to be performed at all locations where the system is
implemented
C. the specific activities that have to be performed at a specific location during transition
Answer: A

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NO.10 Which monitoring activity belongs to Business data management?
A. monitoring of the integrity of customer data
B. monitoring whether the acceptance test data are correct
C. monitoring the accuracy of reports provided by the IT service provider
Answer: A

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NO.11 Which role does business information management play regarding the realization of the
information provisioning?
A. the role of vendor of IT-services
B. the role of purchaser of IT-services
C. the role of supplier of IT-services
Answer: B

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NO.12 What is a key message of BiSL?
A. After outsourcing of IT-activities, professional business information management
becomes less important.
B. The importance of having good business information management increases in proportion to the
importance of the information provisioning for the organization.
C. Integration and alignment of the operational IT-management processes with the policy is a
consequence of an effective and efficient information provisioning.
Answer: B

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NO.13 The process cluster Use management signals disruptions to the information provisioning, which are
experienced in the business process. Which process cluster will be the first to act on these signals?
A. Functionality management cluster
B. Information strategy cluster
C. Connecting processes (operational)
Answer: C

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NO.14 Which process determines which information provisioning is required, including the
priorities?
A. Demand management
B. End user support
C. Information lifecycle management
Answer: A

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NO.15 What is a result of the process Specify information requirement?
A. a functional design
B. a list of functional and non-functional demands
C. an approved test strategy
Answer: B

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Exam Code: MOFF-EN
Exam Name: EXIN (Microsoft Operations Framework Foundation)
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Total Q&A: 73 Questions and Answers
Last Update: 2013-12-11

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NO.1 Does the concept ision?identify what a project team can accomplish within its
constraints?Does the concept ?ision?identify what a project team can accomplish within its
constraints?
A. Yes
B. No
Answer: B

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NO.2 What does the Reliability SMF process flow include?
A. Assess, monitor and control risk
B. Define service requirements
C. Ensure good service
D. Maintain work instructions
Answer: B

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NO.3 Which SMF has 'Filter the problem' as a process step?
A. Customer Service
B. Service Monitoring and Control
C. Operations
D. Problem Management
Answer: D

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NO.4 What is a process within the Service Monitoring and Control SMF?
A. Continuous monitoring
B. Purge event logs
C. Service monitoring requirements
D. Static monitoring definition
Answer: A

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NO.5 Does the Team SMF ensure that someone is ultimately accountable for the work required in
the Plan Phase?
A. Yes
B. No
Answer: A

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Exam Code: EX0-100
Exam Name: EXIN (ITIL foundation certificate in it service management(exin))
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Total Q&A: 120 Questions and Answers
Last Update: 2013-11-12

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NO.1 Which process or function ensures that change proposals are submitted with the aim of removing
errors within the IT infrastructure?
A. Change Management
B. Configuration Management
C. Problem Management
D. Service Desk
Answer: C

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NO.2 Managing risk is an essential part of which processes?
A. Problem Management and Capacity Management
B. Availability Management and Service Level Management
C. IT Service Continuity Management and Financial Management for IT Services
D. IT Service Continuity Management and Availability Management
Answer: D

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NO.3 Which process provides components of the IT infrastructure with a unique and systematic name
(designation)?
A. Change Management
B. Configuration Management
C. Release Management
D. Service Level Management
Answer: B

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NO.4 When an IT service provider adopts and adapts ITIL?best practices, which of the following is the
greatest benefit?
A. Work is carried out using a project-oriented approach.
B. There is a central Service Desk.
C. The organization is more customer-oriented.
D. Work is carried out using a process-oriented approach.
Answer: D

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NO.5 What does the term "Serviceability" refer to?
A. contracts between external suppliers and the customer
B. contracts between external suppliers of services and the IT department
C. contracts between internal IT departments
D. contracts between IT management and the customer
Answer: B

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NO.6 Which item is required in the Post Implementation Review (PIR) of a Change?
A. whether the Change has achieved the intended goal
B. whether the CI registration in the Configuration Management Database (CMDB) is up-to-date
C. whether the Management of the IT department is satisfied with the implementation of the Change
D. to which Configuration Items (CIs) the Change relates
Answer:A

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NO.7 Which aspect is important when registering security incidents?
A. the person who reported the incident
B. the applicable disciplinary measures
C. qualified Service Desk employees
D. recognizing the event as a security incident
Answer: D

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NO.8 How does Problem Management differ from Incident Management?
A. Incident Management focuses on registration and Problem Management does not.
B. Problem Management focuses on restoration of service and Incident Management focuses on finding
the cause.
C. Incident Management focuses on restoration of service and Problem Management focuses on finding
the cause.
D. Problem Management generates reports and Incident Management does not.
Answer: C

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NO.9 Which of the following tasks is assigned to each process manager?
A. ensuring the smooth running of the process
B. setting up Service Level Agreements with the users
C. channeling data to Problem Management
D. following up on Incidents
Answer:A

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NO.10 Which process includes developing a recovery plan?
A. IT Service Continuity Management
B. Problem Management
C. Capacity Management
D. Availability Management
Answer:A

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NO.11 Which of the following processes provides Problem Management with reports about the IT
infrastructure?
A. Financial Management for IT Services
B. Change Management
C. Configuration Management
D. Incident Management
Answer: C

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NO.12 Where can you find an overview of all IT services?
A. Operational Level Agreement (OLA)
B. Service Catalog
C. Service Level Agreement (SLA)
D. Service Window
Answer: B

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NO.13 What is produced when Problem Management identifies the cause of a Problem and a workaround?
A. a Request for Change
B. a resolved Problem
C. a Known Error
D. one or more resolved incidents
Answer: C

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NO.14 Which of the following is Availability Management responsible for?
A. ensuring the reliability of components will carry out a required function under certain conditions over a
certain period
B. managing the negotiations with the customer with regard to availability
C. Demand Management
D. delivering information on Service Levels to clients to determine the availability percentage
Answer:A

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NO.15 After a change, who is responsible for ensuring that security measures maintain the security level?
A. the Board of Management
B. the Change Manager
C. the Release Manager
D. the Security Manager
Answer: D

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NO.16 Which Change Management activity indicates the priority and category of an accepted Request for
Change (RFC)?
A. classification
B. coordination
C. registration
D. scheduling
Answer:A

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NO.17 One of the activities of Capacity Management involves making evaluations and predictions regarding
the hardware that is required to run a new or modified application. The predictions include data about the
performance levels that can be expected, the requisite hardware and the costs. Which of the activities of
Capacity Management is responsible for this?
A. Application Sizing
B. Capacity Planning
C. Monitoring
D. Tuning
Answer:A

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NO.18 Which information does Financial Management for IT Services extract from the Configuration
Management Database (CMDB)?
A. which equipment is being used by whom
B. where the equipment has been set up
C. which software version is being used
D. which equipment is causing incidents
Answer:A

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NO.19 Which of the following is not regarded as an incident?
A. a complaint about the service of the Service Desk
B. a standard request for change
C. a report of a breakdown
D. a question about how an application works
Answer: B

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NO.20 Certain data is needed to describe an ITIL?process. This includes the objectives and the output. What
else is required?
A. activities
B. authorisations
C. environment
D. Configuration Management Database (CMDB)
Answer:A

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Exam Code: ITIL
Exam Name: EXIN (ITIL V3 Foundation)
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Total Q&A: 369 Questions and Answers
Last Update: 2013-11-12

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NO.1 Which of the following questions does Service Strategy help answer with its guidance?
How do we prioritize investments across a portfolio?
What services to offer and to whom?
What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above
Answer: D

EXIN   ITIL   ITIL   ITIL questions

NO.2 Which of the following are managed by facilities management? Hardware within a data centre or
computer room Applications Power and cooling equipment Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C

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NO.3 A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A

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NO.4 Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C

EXIN   ITIL   ITIL

NO.5 Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B

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NO.6 Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
D. The SKMS can include user skill levels
Answer: A

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NO.7 Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B

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NO.8 Which of the following is the correct set of steps for the continual service improvement
model/approach.?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually
improve
B. Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we
keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;
Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
there?; How do we keep the momentum going?
Answer: D

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NO.9 In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B

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NO.10 Which of the following are the MAIN objectives of incident management?
To automatically detect service affecting events
To restore normal service operation as quickly as possible
To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Answer: B

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NO.11 The group that authorizes changes that must be installed faster than the normal process is called the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A

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NO.12 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize
the cost of training them
B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
Answer: C

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NO.13 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

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NO.14 How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D

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NO.15 Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A

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NO.16 Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C

EXIN   ITIL   ITIL   ITIL

NO.17 The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C

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NO.18 Which of the following models would be MOST useful in helping to define an organizational structure?
A. RACI model
B. Service Model
C. Continual Service improvement (CSI) model.
D. The Deming Cycle
Answer: A

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NO.19 Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B

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NO.20 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize
the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
Answer: B

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Exam Code: EX0-112
Exam Name: EXIN (Business Information Management Foundation)
One year free update, No help, Full refund!
Total Q&A: 79 Questions and Answers
Last Update: 2013-11-12

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NO.1 Which process deals with defining interfaces in the area of information provisioning between various
organizations?
A. Information coordination
B. Information lifecycle management
C. Information portfolio management
D. Strategic information partner management
Answer: D

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NO.2 Which role does business information management play regarding the realization of the
information provisioning?
A. the role of vendor of IT-services
B. the role of purchaser of IT-services
C. the role of supplier of IT-services
Answer: B

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NO.3 Which monitoring activity belongs to Business data management?
A. monitoring of the integrity of customer data
B. monitoring whether the acceptance test data are correct
C. monitoring the accuracy of reports provided by the IT service provider
Answer: A

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NO.4 What do frameworks like BiSL contribute to the implementation of effective business
information management?
A. structured activities of business information management
B. much improved quality of the IT-services
C. a uniformly implemented business information management for each organization
Answer: A

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NO.5 What is not an activity of Contract management.?
A. agreeing on how the information manager is to communicate with the IT director
B. changing the time of delivery of a change
C. monitoring whether the supplied IT-services correspond to the agreed services
Answer: B

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NO.6 Which activity belongs to the process End user support?
A. dealing with calls about errors in the functionality
B. monitoring the usage of the information systems
C. adding new end users to a table
Answer: A

EXIN   EX0-112   EX0-112

NO.7 The process cluster Use management signals disruptions to the information provisioning, which are
experienced in the business process. Which process cluster will be the first to act on these signals?
A. Functionality management cluster
B. Information strategy cluster
C. Connecting processes (operational)
Answer: C

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NO.8 What is a key message of BiSL?
A. After outsourcing of IT-activities, professional business information management
becomes less important.
B. The importance of having good business information management increases in proportion to the
importance of the information provisioning for the organization.
C. Integration and alignment of the operational IT-management processes with the policy is a
consequence of an effective and efficient information provisioning.
Answer: B

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NO.9 Which activities are not in a transition plan?
A. the activities that are required for a successful preparation of the implementation
B. the generic activities that have to be performed at all locations where the system is
implemented
C. the specific activities that have to be performed at a specific location during transition
Answer: A

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NO.10 Which process determines which information provisioning is required, including the
priorities?
A. Demand management
B. End user support
C. Information lifecycle management
Answer: A

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NO.11 What is a result of the process Specify information requirement?
A. a functional design
B. a list of functional and non-functional demands
C. an approved test strategy
Answer: B

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NO.12 The cluster Use management provides information about the reliability of the business data. For which
process is this input?
A. Business data management
B. Demand management
C. Contract management
Answer: B

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NO.13 Which process produces an end user training for a new release of an application?
A. Transition
B. Prepare transition
C. Design non-automated information systems
Answer: B

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NO.14 Which responsibility belongs to the process Demand management?
A. determining the necessary capacity for change
B. periodic consultation of the end users
C. identification of information requirements within the business process
Answer: C

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NO.15 Two reports that have been produced in the nightly batch processing have been damaged during
printing. This has been noticed by Operational supplier management. In which process will the end users
be informed that the reports have been damaged?
A. Business data management
B. End user support
C. Operational supplier management
Answer: B

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Exam Code: EX0-100
Exam Name: EXIN (ITIL foundation certificate in it service management(exin))
One year free update, No help, Full refund!
Total Q&A: 120 Questions and Answers
Last Update: 2013-10-02

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NO.1 Which process provides components of the IT infrastructure with a unique and systematic name
(designation)?
A. Change Management
B. Configuration Management
C. Release Management
D. Service Level Management
Answer: B

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NO.2 Which of the following tasks is assigned to each process manager?
A. ensuring the smooth running of the process
B. setting up Service Level Agreements with the users
C. channeling data to Problem Management
D. following up on Incidents
Answer:A

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NO.3 Which aspect is important when registering security incidents?
A. the person who reported the incident
B. the applicable disciplinary measures
C. qualified Service Desk employees
D. recognizing the event as a security incident
Answer: D

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NO.4 What is produced when Problem Management identifies the cause of a Problem and a workaround?
A. a Request for Change
B. a resolved Problem
C. a Known Error
D. one or more resolved incidents
Answer: C

EXIN   EX0-100   EX0-100 original questions   EX0-100   EX0-100 test answers

NO.5 Which process includes developing a recovery plan?
A. IT Service Continuity Management
B. Problem Management
C. Capacity Management
D. Availability Management
Answer:A

EXIN   EX0-100   EX0-100   EX0-100

NO.6 Which Change Management activity indicates the priority and category of an accepted Request for
Change (RFC)?
A. classification
B. coordination
C. registration
D. scheduling
Answer:A

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NO.7 Which information does Financial Management for IT Services extract from the Configuration
Management Database (CMDB)?
A. which equipment is being used by whom
B. where the equipment has been set up
C. which software version is being used
D. which equipment is causing incidents
Answer:A

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NO.8 What does the term "Serviceability" refer to?
A. contracts between external suppliers and the customer
B. contracts between external suppliers of services and the IT department
C. contracts between internal IT departments
D. contracts between IT management and the customer
Answer: B

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NO.9 Which of the following is not regarded as an incident?
A. a complaint about the service of the Service Desk
B. a standard request for change
C. a report of a breakdown
D. a question about how an application works
Answer: B

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NO.10 Managing risk is an essential part of which processes?
A. Problem Management and Capacity Management
B. Availability Management and Service Level Management
C. IT Service Continuity Management and Financial Management for IT Services
D. IT Service Continuity Management and Availability Management
Answer: D

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NO.11 How does Problem Management differ from Incident Management?
A. Incident Management focuses on registration and Problem Management does not.
B. Problem Management focuses on restoration of service and Incident Management focuses on finding
the cause.
C. Incident Management focuses on restoration of service and Problem Management focuses on finding
the cause.
D. Problem Management generates reports and Incident Management does not.
Answer: C

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NO.12 One of the activities of Capacity Management involves making evaluations and predictions regarding
the hardware that is required to run a new or modified application. The predictions include data about the
performance levels that can be expected, the requisite hardware and the costs. Which of the activities of
Capacity Management is responsible for this?
A. Application Sizing
B. Capacity Planning
C. Monitoring
D. Tuning
Answer:A

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NO.13 Which item is required in the Post Implementation Review (PIR) of a Change?
A. whether the Change has achieved the intended goal
B. whether the CI registration in the Configuration Management Database (CMDB) is up-to-date
C. whether the Management of the IT department is satisfied with the implementation of the Change
D. to which Configuration Items (CIs) the Change relates
Answer:A

EXIN   EX0-100   EX0-100

NO.14 Which of the following processes provides Problem Management with reports about the IT
infrastructure?
A. Financial Management for IT Services
B. Change Management
C. Configuration Management
D. Incident Management
Answer: C

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NO.15 Where can you find an overview of all IT services?
A. Operational Level Agreement (OLA)
B. Service Catalog
C. Service Level Agreement (SLA)
D. Service Window
Answer: B

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NO.16 Which process or function ensures that change proposals are submitted with the aim of removing
errors within the IT infrastructure?
A. Change Management
B. Configuration Management
C. Problem Management
D. Service Desk
Answer: C

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NO.17 Certain data is needed to describe an ITIL?process. This includes the objectives and the output. What
else is required?
A. activities
B. authorisations
C. environment
D. Configuration Management Database (CMDB)
Answer:A

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NO.18 After a change, who is responsible for ensuring that security measures maintain the security level?
A. the Board of Management
B. the Change Manager
C. the Release Manager
D. the Security Manager
Answer: D

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NO.19 Which of the following is Availability Management responsible for?
A. ensuring the reliability of components will carry out a required function under certain conditions over a
certain period
B. managing the negotiations with the customer with regard to availability
C. Demand Management
D. delivering information on Service Levels to clients to determine the availability percentage
Answer:A

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NO.20 When an IT service provider adopts and adapts ITIL?best practices, which of the following is the
greatest benefit?
A. Work is carried out using a project-oriented approach.
B. There is a central Service Desk.
C. The organization is more customer-oriented.
D. Work is carried out using a process-oriented approach.
Answer: D

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