EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 111:

  Which of the following areas would not be supported by a Service Design tool?

  A. Software design

  B. Process design

  C. Environment design

  D. Strategy design

  Correct Answer: B

• Question 112:

  Which 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

  Correct Answer: D

• Question 113:

  Which Function would provide staff to monitor events in an Operations Bridge?

  A. Applications Management

  B. Service Desk

  C. Technical Management

  D. IT Operations Management

  Correct Answer: C

• Question 114:

  The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

  A. An SLA is legally binding, an OLA is a best efforts agreement

  B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

  C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

  D. An SLA is with an external customer, an OLA is with an internal customer

  Correct Answer: A

• Question 115:

  Which of the following is the goal or purpose of service level management?

  A. To carry out the service operations activities needed to support current IT services

  B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  C. To create and populate a service catalogue

  D. To ensure that an agreed level of IT service is provided for all current IT services

  Correct Answer: D

• Question 116:

  Removing or restricting rights to use an IT Service is the responsibility of which process?

  A. Access Management

  B. Incident Management

  C. Request Fulfillment

  D. Change Management

  Correct Answer: A

• Question 117:

  Customer perceptions and business outcomes help to define what?

  A. The value of a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 118:

  Which Function would provide staff to monitor events in a Network Operations Centre?

  A. IT Operations Management

  B. Applications Management

  C. Service Desk

  D. Technical Management

  Correct Answer: A

• Question 119:

  Which of the following is a responsibility of Supplier Management?

  A. Development, negotiation and agreement of contracts.

  B. Development, negotiation and agreement of Organizational Level Agreements

  C. Development, negotiation and agreement of Service Level Agreements.

  D. Development, negotiation and agreement of Service Portfolio

  Correct Answer: A

• Question 120:

  Which is the first step in the 7 Step Improvement Process?

  A. Where are we now?

  B. Identify gaps in Service Level Agreement (SLA) achievement

  C. Prepare for action

  D. Define what you should measure

  Correct Answer: D