EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 1:

  Which of the following is the BEST description of a Business Case?

  A. A decision support and planning tool that projects the likely consequences of a business action

  B. A portable device designed for the secure storage and transportation of important documents

  C. A complaint by the business about a missed service level.

  D. The terms and conditions in an IT outsource contract.

  Correct Answer: A

• Question 2:

  Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

  A. A Problem model

  B. A Service Improvement Plan (SIP)

  C. A Request for Change (RFC)

  D. A Business Case

  Correct Answer: D

• Question 3:

  Which of the following are included within Release and Deployment Models? 1) Roles and responsibilities

  2) Template release and deployment 3) Supporting systems, tools and procedures. 4) Handover activities and responsibilities

  A. 1, 2 and 3 only.

  B. 2, 3 and 4 only.

  C. All of the above

  D. 1 and 4 only.

  Correct Answer: C

• Question 4:

  Which of the following are objectives of Service Design?

  1) Design Services to satisfy business objectives.

  2) Identify and manage risk.

  3) Design effective and efficient processes

  4) Design a secure and resilient IT infrastructure.

  A. 1 Only

  B. 2 and 3 only.

  C. 1, 2 and 4 only.

  D. All of the above

  Correct Answer: D

• Question 5:

  Order the following continual service improvement (CSI) implementation steps into the correct sequence in

  alignment with the plan, Do, Check, Act (PDCA) model.

  1) Allocate roles and responsibilities to work on CSI initiatives.

  2) Measure and review that the CSI plan is executed and its objectives are being achieved.

  3) Identify the scope, objectives and requirements for CSI.

  4) Decision on implementation of further enhancement.

  A. 3-1-2-4

  B. 3-4-2-1

  C. 1-3-2-4

  D. 2-3-4-1

  Correct Answer: A

• Question 6:

  Which of the following are benefits to the business of implementing Service Transition?

  1.

  Ability to adapt quickly to new requirements

  2.

  Reduced cost to design new services

  3.

  Improved success in implementing changes

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. None of the above

  Correct Answer: C

• Question 7:

  What are the processes within Service Operation?

  A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management

  B. Event Management, Incident Management. Change Management and Access Management

  C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management

  D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

  Correct Answer: A

• Question 8:

  Which process or function is responsible for the Definitive Media Library and Definitive Spares?

  A. Facilities Management

  B. Access Management

  C. Request Fulfilment

  D. Service Asset and Configuration Management

  Correct Answer: D

• Question 9:

  Which of the following activities is NOT a part of the Deming Cycle?

  A. Act

  B. Plan

  C. Do

  D. Coordinate

  Correct Answer: D

• Question 10:

  Which of the following is an example of capabilities?

  A. Menu driven range of facilities used to access service requests

  B. Calls to the service desk to register standard changes

  C. A software update downloaded automatically to all laptops in an organization

  D. Software to allow programmers to debug code

  Correct Answer: B