EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 141:

  The difference between service metrics and technology metrics is BEST described as?

  A. Service metrics measure the end to end service; Technology metrics measure individual components

  B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

  C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

  D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

  Correct Answer: A

• Question 142:

  Which of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 143:

  Which of the following is the BEST definition of an Incident?

  A. A warning that a threshold has been reached, something has changed, or a failure has occurred

  B. An unplanned interruption to an IT service or reduction in the quality of an IT service

  C. A change of state which has significance for the management of a Configuration Item or IT Service

  D. Loss of ability to operate to specification, or to deliver the required output

  Correct Answer: B

• Question 144:

  Which of the following statements about processes is INCORRECT?

  A. The output from a process has to conform to operational norms derived from business objectives

  B. The objective of any IT process should be expressed in terms of business benefits and goals

  C. A process may define policies, standards and guidelines

  D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

  Correct Answer: D

• Question 145:

  Which of the following statements about processes is INCORRECT?

  A. The output from a process has to conform to operational norms derived from business objectives

  B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

  C. The objective of any IT process should be expressed in terms of business benefits and goals

  D. A process may define policies, standards and guidelines

  Correct Answer: B

• Question 146:

  A Service Level Agreement is?

  A. The part of a contract that specifies responsibilities of each party

  B. An agreement between the Service Provider and their customer

  C. An agreement between a Service Provider and an external supplier

  D. An agreement between the Service Provider and an internal organization

  Correct Answer: B

• Question 147:

  One of the five major aspects of Service Design is the design of the service solutions. It includes?

  A. Requirements, resources and capabilities needed and agreed

  B. Only requirements needed and agreed

  C. Only capabilities needed and agreed

  D. Only resources and capabilities needed

  Correct Answer: A

• Question 148:

  Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

  A. The Service Desk Manager

  B. The Service Manager

  C. The Request Fulfillment Process Manager

  D. The Request Fulfillment Process Owner

  Correct Answer: D

• Question 149:

  Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

  A. Extreme focus on cost

  B. Extreme focus on responsiveness

  C. Vendor focused

  D. Extreme internal focus

  Correct Answer: D

• Question 150:

  Which process is responsible for frequently occurring changes where risk and cost are low?

  A. Access management

  B. Request Fulfillment

  C. Release and Deployment Management

  D. Incident Management

  Correct Answer: B