EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 181:

  A plan for managing the end of a supplier contract should be created when?

  A. The contract is being negotiated

  B. The contract is about to be ended

  C. The Supplier Manager decides that there is a risk the contract might need to end soon

  D. The contract has been agreed

  Correct Answer: A

• Question 182:

  Which of the following sentences BEST describes a Standard Change?

  A. A change to the service provider's established policies and guidelines

  B. A pre-authorized change that has an accepted and established procedure

  C. A change that is made as the result of an audit

  D. A change that correctly follows the required change process

  Correct Answer: B

• Question 183:

  Which of the following statements is INCORRECT?

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

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

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

  D. The SKMS can include user skill levels

  Correct Answer: A

• Question 184:

  The group that authorizes changes that must be installed faster than the normal process is called the?

  A. Emergency CAB (ECAB)

  B. Urgent Change Authority (UCA)

  C. Urgent Change Board (UCB)

  D. CAB Emergency Committee (CAB/EC)

  Correct Answer: A

• Question 185:

  In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

  A. Service Transition

  B. Service Design

  C. Service Strategy

  D. Service Operation

  Correct Answer: B

• Question 186:

  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 tominimize the cost of training them

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

  C. 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

  D. 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

  Correct Answer: B

• Question 187:

  What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

  A. Strategic customers

  B. External customers

  C. Valued customers

  D. Internal customers

  Correct Answer: B

• Question 188:

  Which of the following is NOT an example of Self-Help capabilities?

  A. Requirement to always call the service desk for service requests

  B. Menu-driven range of self help and service requests

  C. Web front-end

  D. A direct interface into the back end process handling software

  Correct Answer: A

• Question 189:

  Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

  1.

  Details of failed changes

  2.

  Updates to the change schedule

  3.

  Reviews of completed changes

  A. All of the above

  B. 1 and 2only

  C. 2 and 3 only

  D. 1 and 3 only

  Correct Answer: A

• Question 190:

  Which of the following are types of service defined in ITIL?

  1.

  Core

  2.

  Enabling

  3.

  Special

  A. 1 and 3only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C