EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 101:

  In which of the following situations should a Problem Record be created?

  A. An event indicates that a redundant network segment has failed but it has not impacted any users

  B. An Incident is passed to second-level support

  C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents

  D. Incident Management has found a workaround but needs some assistance in implementing it

  Correct Answer: C

• Question 102:

  Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

  A. Service Transition

  B. Risk Management

  C. IT Service Continuity Management

  D. Availability Management

  Correct Answer: A

• Question 103:

  Which of the following defines the level of protection in Information Security Management?

  A. The IT Executive

  B. The ISO27001 Standard

  C. The Business

  D. The Service Level Manager

  Correct Answer: C

• Question 104:

  Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

  A. Technology, Customer, User

  B. Corporate, Customer, Service

  C. Corporate, Customer, Technology

  D. Service, User, IT

  Correct Answer: B

• Question 105:

  Match the following activities with the Deming Cycle stages

  1.

  Monitor, Measure and Review

  2.

  Continual Improvement

  3.

  Implement Initiatives

  4.

  Plan for Improvement

  A. 1 Plan, 2 Do, 3 Check, 4 Act

  B. 3 Plan, 2 Do, 4 Check, 1 Act

  C. 4 Plan, 3 Do, 1 Check, 2 Act

  D. 2 Plan, 3 Do, 4 Check, 1 Act

  Correct Answer: C

• Question 106:

  Which of the following is NOT a responsibility of service transition?

  A. To ensure that a service can be managed, operated and supported within constraints specified by design

  B. To design and develop capabilities for service management

  C. To provide quality knowledge of change and release and deployment management

  D. To plan the resource requirements to manage a release

  Correct Answer: B

• Question 107:

  Which of the following is one of the primary objectives of Service Strategy?

  A. To design and build processes that will meet business needs

  B. To provide detailed specifications for the design of IT services

  C. To transform Service Management into a strategic asset

  D. To underscore the importance of services in the global economy

  Correct Answer: B

• Question 108:

  Which of the following statements about communication within Service Operation are CORRECT?

  1.

  All communication must have an intended purpose or resultant action

  2.

  Communication should not take place without a clear audience

  A. 1 only

  B. 2 only

  C. Both of the above

  D. None of the above

  Correct Answer: C

• Question 109:

  Access Management is closely related to which other processes?

  A. Availability Management only

  B. Information Security Management and 3rd line support

  C. Information Security Management and Availability Management

  D. Information Security Management only

  Correct Answer: C

• Question 110:

  Which process will regularly analyze incident data to identify discernable trends?

  A. Service Level Management

  B. Problem Management

  C. Change Management

  D. Event Management

  Correct Answer: B