EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 211:

  Which stage of the change management process deals with what should be done if the change is unsuccessful?

  A. Remediation planning

  B. Categorization

  C. Prioritization

  D. Review and close

  Correct Answer: A

• Question 212:

  Which of the following is MOST concerned with the design of new or changed services?

  A. Change management

  B. Service transition

  C. Service strategy

  D. Service design

  Correct Answer: D

• Question 213:

  Which of these recommendations is best practice for service level management?

  1.

  Include legal terminology in service level agreements (SLAs)

  2.

  It is NOT necessary to be able to measure all the targets in an SLA

  A. 1 only

  B. 2only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 214:

  Which of the following statement about the service owner is INCORRECT?

  A. Carries out the day-to-day monitoring and operation of the service they own

  B. Contributes to continual improvement affecting the service they own

  C. Is a stakeholder in all of the IT processes which support the service they own

  D. Is accountable for a specific service within an organization

  Correct Answer: A

• Question 215:

  Which Functions are included in IT operations management?

  A. Network management and application management

  B. Technical management and change management

  C. IT operations control and facilities management

  D. Facilities management and release management

  Correct Answer: C

• Question 216:

  Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

  A. Availability management

  B. Capacity management

  C. Business relationship management

  D. Service catalogue management

  Correct Answer: C

• Question 217:

  The definitive media library is the responsibility of:

  A. Facilities management

  B. Access management

  C. Request fulfillment

  D. Service asset and configuration management

  Correct Answer: D

• Question 218:

  Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

  A. Categorization

  B. Detection

  C. Prioritization

  D. Escalation

  Correct Answer: A

• Question 219:

  Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  A. Service level management

  B. Problem management

  C. Change management

  D. Event management

  Correct Answer: B

• Question 220:

  What are the categories of events described in the ITIL service operation book?

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C