EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 161:

  Service Acceptance criteria are used to?

  A. Ensure the design stage of the Lifecycle

  B. Ensure Portfolio Management is in place

  C. Ensure delivery and support of a service

  D. Ensure service Key Performance Indicators (KPIs) are reported

  Correct Answer: C

• Question 162:

  Which of the following are Service Desk organizational structures?

  1.

  Local Service Desk

  2.

  Virtual Service Desk

  3.

  IT Help Desk

  4.

  Follow the Sun

  A. 2, 3 and 4 only

  B. 1, 2 and 4 only

  C. 1, 2 and 3 only

  D. 1, 3 and 4 only

  Correct Answer: B

• Question 163:

  Which of the following CANNOT be stored and managed by a tool?

  A. Data

  B. Knowledge

  C. Wisdom

  D. Information

  Correct Answer: C

• Question 164:

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

  A. Incident Management

  B. Request Fulfillment

  C. Release and Deployment Management

  D. Access management

  Correct Answer: B

• Question 165:

  Which of the following statements is CORRECT?

  1.

  The only phase of the Service Management Lifecycle where value can be measured is Service Operation

  2.

  All of the phases of the lifecycle are concerned with the value of IT services

  A. Both of the above

  B. Neither of the above

  C. 2 only

  D. 1 only

  Correct Answer: C

• Question 166:

  Which of the following is NOT an aim of the Change Management process?

  A. Overall business risk is optimized

  B. Standardized methods and procedures are used for efficient and prompt handling of all Changes

  C. All budgets and expenditures are accounted for

  D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

  Correct Answer: C

• Question 167:

  In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

  A. Only manage Incidents effectively through 1st and 2nd line

  B. Only manage Incidents effectively through the 1st line

  C. Only manage Incidents effectively at the 3rd line

  D. Manage Incidents effectively through 1st, 2nd and 3rd line

  Correct Answer: D

• Question 168:

  Which of the following statements is CORRECT?

  A. The CMS is part of the Configuration Management Data Base (CMDB)

  B. The KEDB and the CMS form part of the larger SKMS

  C. The Service Knowledge Management System (SKMS) is part of the CMS

  D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

  Correct Answer: B

• Question 169:

  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

  Correct Answer: C

• Question 170:

  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

  Correct Answer: A