EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 401:

  Where would you expect incident resolution targets to be documented?

  A. A service level agreement (SLA)

  B. A request for change (RFC)

  C. The service portfolio

  D. A service description

  Correct Answer: A

• Question 402:

  Which of the following provide value to the business from service strategy?

  1.

  Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful

  2.

  Enabling the service provider to respond quickly and effectively to changes in the business environment

  3.

  Reduction in the duration and frequency of service outages

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 403:

  What are the categories of event 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

• Question 404:

  Which one of the following do technology metrics measure?

  A. Components

  B. Processes

  C. The end-to-end service

  D. Customer satisfaction

  Correct Answer: A

• Question 405:

  Which process includes business, service and component sub-processes?

  A. Capacity management

  B. Incident management

  C. Service level management

  D. Financial management

  Correct Answer: A

• Question 406:

  Which one of the following is NOT part of the service design stage of the service lifecycle?

  A. Designing and maintaining all necessary service transition packages

  B. Producing quality, secure and resilient designs for new or improved services

  C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

  D. Measuring the effectiveness and efficiency of service design and the supporting processes

  Correct Answer: A

• Question 407:

  What is the result of carrying out an activity, following a process or delivering an IT service known as?

  A. Outcome

  B. Incident

  C. Change

  D. Problem

  Correct Answer: A

• Question 408:

  Which process is responsible for managing relationships with vendors?

  A. Change management

  B. Service portfolio management

  C. Supplier management

  D. Continual service improvement

  Correct Answer: C

• Question 409:

  Which of the following service desk organizational structures are described in service operation?

  1.

  Local service desk

  2.

  Virtual service desk

  3.

  IT help desk

  4.

  Follow the sun

  A. 1, 2 and 4 only

  B. 2, 3 and 4 only

  C. 1, 3 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: A

• Question 410:

  Which role is responsible for carrying out the activities of a process?

  A. Process owner

  B. Change manager

  C. Service manager

  D. Process practitioner

  Correct Answer: D