EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 171:

  Which of these statements about Service Desk staff is CORRECT?

  A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

  B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

  C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

  D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

  Correct Answer: C

• Question 172:

  Which of the following questions does Service Strategy help answer with its guidance?

  1.

  How do we prioritize investments across a portfolio?

  2.

  What services to offer and to whom?

  3.

  What are the Patterns of Business Activity (PBA)?

  A. 3 only

  B. 1 only

  C. 2 only

  D. All of the above

  Correct Answer: D

• Question 173:

  Effective release and deployment management enables the service provider to add value to the business by?

  A. Ensuring that all assets are accounted for

  B. Ensures that the fastest servers are purchased

  C. Delivering change, faster and at optimum cost and minimized risk

  D. Verifying the accuracy of all items in the configuration management database

  Correct Answer: C

• Question 174:

  How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

  A. Each stage should be carried out once in the order Plan-Do-Check-Act

  B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

  C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

  D. The entire cycle should be repeated multiple times to implement Continual Improvement

  Correct Answer: D

• Question 175:

  Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

  A. Service Strategy

  B. Service Design

  C. Service Operation

  D. Service Transition

  Correct Answer: C

• Question 176:

  Which of the following are responsibilities of a Service Level Manager?

  1.

  Agreeing targets in Service Level Agreements

  2.

  Designing the service so it can meet the targets

  3.

  Ensuring all needed contracts and agreements are in place

  A. 1 and 3 only

  B. All of the above

  C. 2 and 3 only

  D. 1 and 2 only

  Correct Answer: A

• Question 177:

  Which of the following combinations covers all the roles in Service Asset and Configuration Management?

  A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

  B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

  C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

  D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

  Correct Answer: B

• Question 178:

  Which of the following statements is INCORRECT?

  A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

  B. The SKMS is part of the Configuration Management System (CMS)

  C. The SKMS can include data on the performance of the organization

  D. The SKMS can include user skill levels

  Correct Answer: B

• Question 179:

  Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

  A. Services and Infrastructure

  B. Applications and Infrastructure

  C. Resources and Capabilities

  D. Utility and Warranty

  Correct Answer: C

• Question 180:

  Which is the correct combination of Service Management terms across the Lifecycle?

  

  A. 1A, 2B, 3C, 4D

  B. 1C, 2D, 3A, 4B

  C. 1C, 2B, 3A, 4D

  D. 1B, 2C, 3D, 4A

  Correct Answer: C