EXIN EXIN ITIL EX0-001 Questions & Answers

• Question 51:

  Which is the BEST definition of a Configuration Item (CI)?

  A. An item of hardware or software registered in the asset database

  B. A collection of information used to describe a hardware or software item

  C. An asset, service component or other item that is, or will be, under the control of Configuration Management

  D. Information recorded by the Service Desk when an Incident is reported

  Correct Answer: C

• Question 52:

  What are Request Models used for?

  A. Capacity Management

  B. Modelling arrival rates and performance characteristics of service requests

  C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

  D. Identifying frequently received user requests and defining how they should be handled

  Correct Answer: D

• Question 53:

  A single Release unit, or a structured set of Release units can be defined within:

  A. The RACI Model

  B. A Release Package

  C. A Request Model

  D. The Plan, Do, Check, Act (PDCA) cycle

  Correct Answer: B

• Question 54:

  Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

  A. The Service Level Manager

  B. The IT Service Continuity Manager

  C. The Service Catalogue Manager

  D. The Supplier Manager

  Correct Answer: D

• Question 55:

  Which of the following should NOT be a concern of Risk Management?

  A. To ensure that the organization can continue to operate in the event of a major disruption or disaster

  B. To ensure that the workplace is a safe environment for its employees and customers

  C. To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

  D. To ensure only the change requests with mitigated risks are approved for implementation

  Correct Answer: D

• Question 56:

  Which of the following is the CORRECT definition of a Release Unit?

  A. A measurement of cost

  B. A function described within Service Transition

  C. The team of people responsible for implementing a release

  D. The portion of a service or IT infrastructure that is normally released together

  Correct Answer: D

• Question 57:

  Which process lists "Understanding patterns of business activity" as a major role?

  A. Demand Management

  B. Supplier Management

  C. Service Desk

  D. Request Fulfillment

  Correct Answer: A

• Question 58:

  Which of the following statements is CORRECT?

  A. Process owners are more important to service management than service owners

  B. Service owners are more important to service management than process owners

  C. Service owners are as important to service management as process owners

  D. Process owners and service owners are not required within the same organization

  Correct Answer: C

• Question 59:

  The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

  A. The utility of a service

  B. The warranty of a service

  C. The economic value of a service

  D. Return on investment

  Correct Answer: A

• Question 60:

  What are the two major processes in Problem Management?

  A. Technical and Service

  B. Resource and Proactive

  C. Reactive and Technical

  D. Proactive and Reactive

  Correct Answer: D