EXIN EXIN Inc Certification EX0-100 Questions & Answers

• Question 81:

  What is a baseline in the IT infrastructure?

  A. a minimum value for a customer service ('must at least satisfy?)

  B. the most important infrastructure (such as a network) to which all kinds of workstations and services can be linked

  C. a standard configuration (such as a standard workstation)

  D. a document that states how the infrastructure must be dealt with in an organization (vision)

  Correct Answer: C

• Question 82:

  How can an organization determine the effectiveness of the Service Level Management process?

  A. by checking contracts with suppliers

  B. by defining service levels

  C. by measuring customer satisfaction

  D. by reporting on all incidents

  Correct Answer: C

• Question 83:

  What does Mean Time To Repair (MTTR) mean?

  A. average time of the breakdown-free period within a measured period

  B. average downtime of a service

  C. average time between two consecutive incidents

  D. average uptime of a service

  Correct Answer: B

• Question 84:

  Which statement best describes the role of the Service Desk?

  A. The Service Desk ensures that the telephone is always manned.

  B. The primary task of the Service Desk is to investigate problems.

  C. The Service Desk functions as the first contact for the customer.

  D. The Service Desk ensures that the agreed IT service is available.

  Correct Answer: C

• Question 85:

  Where is the planning of changes kept up to date?

  A. the CAB (Change Advisory Board)

  B. SIP (Service Improvement Program)

  C. the CMDB (Configuration Management Database)

  D. the FSC (Forward Schedule of Changes)

  Correct Answer: D

• Question 86:

  Which of the following is a benefit of using ITIL?

  A. that the organization around the IT services can be set up faster

  B. that the users can influence the IT organization providing the IT services

  C. that it is finally possible to charge for IT services

  D. that the quality and the costs of the IT services can be controlled more efficiently

  Correct Answer: D

• Question 87:

  Which ITIL process carries out a risk analysis on the possible threats to and vulnerabilities of the IT infrastructure?

  A. IT Service Continuity Management

  B. Problem Management

  C. Configuration Management

  D. Capacity Management

  Correct Answer: A

• Question 88:

  What is the difference between a process and a project?

  A. A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.

  B. A project is continuous and has no end date, whereas a process has a finite lifespan.

  C. A process is continuous and has no end date, whereas a project has a finite lifespan.

  D. In a project the focus is not on the result, whereas with a process the result is important.

  Correct Answer: C

• Question 89:

  One of the objectives of Problem Management is to minimize the impact of problems on IT services. Which activity needs to be carried out by Problem Management in order to achieve this?

  A. maintaining relations with suppliers

  B. ensuring the availability of the IT infrastructure

  C. managing Known Errors

  D. giving second-line support when problems occur

  Correct Answer: C

• Question 90:

  In the Change Management process, which role is ultimately responsible for the entire process?

  A. Change Manager

  B. Change Coordinator

  C. Change Advisory Board

  D. IT Manager

  Correct Answer: A