EX0-100 Online Practice Questions and Answers

Which statement best describes the role of the Service Desk?

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

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

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

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

Which ITIL process is responsible for determining the hardware necessary in order to support an application?

A. Change Management

B. Configuration Management

C. Availability Management

D. Capacity Management

Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?

A. Release Management

B. Configuration Management

C. Capacity Management

D. Application Management

Which of the following questions can not be answered directly from the Configuration Management Database (CMDB)?

A. Which Requests for Change have been submitted for a specific server?

B. Which Configuration Items does a specific service consist of?

C. Which members of staff of department X have moved to department Y?

D. What incidents or problems have there been for this PC?

Which activity in the ITIL process "Financial Management for IT Services" is responsible for billing the services that were provided to the customer?

A. Budgeting

B. Reporting

C. Charging

D. Accounting

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

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

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.

Which of the following is a department rather than a process?

A. Problem Management

B. Change Management

C. Incident Management

D. Service Desk

The Deming quality circle is a model for control based on quality. Which step in this model must be taken first?

A. measurement

B. adjustment

C. planning

D. implementation

Which ITIL process is responsible for tracing the underlying cause of errors?

A. Problem Management

B. Security Management

C. Capacity Management

D. Incident Management

Who decides the category of a change?

A. the customer

B. the Service Desk

C. the Problem Manager

D. the Change Manager

Which activity takes place immediately after recording and registering an incident?

A. classification

B. matching

C. analysis and diagnosis

D. solving and restoring

A number of new PCs have been installed at a company's offices. For which of the following activities was Configuration Management responsible?

A. recording data regarding the PCs

B. establishing the correct links in the Local Area Network

C. installing software

D. making available the necessary user's manuals

Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?

A. Capacity Management

B. Change Management

C. Configuration Management

D. Financial Management for IT services