EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 321:

  Where should the following information be stored?

  1.

  The experience of staff

  2.

  Records of user behaviour

  3.

  Supplier's abilities and requirements

  4.

  User skill levels

  A. The forward schedule of change

  B. The service portfolio

  C. A configuration management database (CMDB)

  D. The service knowledge management system (SKMS)

  Correct Answer: D

• Question 322:

  Which of the following statements about standard changes are CORRECT?

  1.

  The approach is pre-authorized

  2.

  The risk is usually low and well understood

  3.

  Details of the change will be recorded

  4.

  Some standard changes will be triggered by the request fulfilment process

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 323:

  Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

  A. Event management, incident management, problem management, request fulfilment, and access management

  B. Event management, incident management, change management, and access management

  C. Incident management, problem management, service desk, request fulfilment, and event management

  D. Incident management, service desk, request fulfilment, access management, and event management

  Correct Answer: A

• Question 324:

  With which process is problem management likely to share categorization and impact coding systems?

  A. Incident management

  B. Service asset and configuration management

  C. Capacity management

  D. IT service continuity management

  Correct Answer: A

• Question 325:

  What guidance does ITIL give on the frequency of production of service reporting?

  A. Service reporting intervals must be defined and agreed with the customers

  B. Reporting intervals should be set by the service provider

  C. Reports should be produced weekly

  D. Service reporting intervals must be the same for all services

  Correct Answer: A

• Question 326:

  Which one of the following does service metrics measure?

  A. Functions

  B. Maturity and cost

  C. The end-to-end service

  D. Infrastructure availability

  Correct Answer: C

• Question 327:

  Which one of the following is NOT a valid purpose or objective of problem management?

  A. To prevent problems and resultant incidents

  B. To manage problems throughout their lifecycle

  C. To restore service to a user

  D. To eliminate recurring incidents

  Correct Answer: C

• Question 328:

  Which process is responsible for low risk, frequently occurring, low cost changes?

  A. Demand management

  B. Incident management

  C. Release and deployment management

  D. Request fulfillment

  Correct Answer: D

• Question 329:

  Which function or process would provide staff to monitor events in an operations bridge?

  A. Technical management

  B. IT operations management

  C. Request fulfillment

  D. Applications management

  Correct Answer: B

• Question 330:

  Which one of the following statements about incident reporting and logging is CORRECT?

  A. Incidents can only be reported by users

  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

  C. All calls to the service desk must be logged as incidents

  D. Incidents reported by technical staff must also be logged as problems

  Correct Answer: B