Exin Brain Dump

Only available on StudyMode
  • Topic: Management, Information technology management, Configuration management
  • Pages : 198 (22981 words )
  • Download(s) : 37
  • Published : December 20, 2012
Open Document
Text Preview
ITIL v3 Foundations
Number: EX0-101
Passing Score: 800
Time Limit : 120 min
File Version: 1.0

Sections
1. Exam A
2. Exam B
3. Exam C
4. Exam D
5. Exam E
6. Exam F
7. Exam G
8. Exam H
9. Exam I
10. Exam J
11. Exam K
12. Exam L
13. Exam M
14. Exam N
15. Exam O

Exam A
QUESTION 1
Which of the following is NOT an example of Self-Help capabilities? A.
B.
C.
D.

Requirement to always call the service desk for service requests Menu-driven range of self help and service requests
Web front-end
A direct interface into the back end process handling software

Answer: A
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 2
What is a RACI model used for?
A.
B.
C.
D.

Defining roles and responsibilities
Monitoring services
Performance analysis
Recording Configuration Items

Answer: A
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 3
Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS) B. The SKMS can include data on the performance of the organization C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

D. The SKMS can include user skill levels
Answer: A
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 4
The group that authorizes changes that must be installed faster than the normal process is called the?

A.
B.
C.
D.

Emergency CAB (ECAB)
Urgent Change Authority (UCA)
Urgent Change Board (UCB)
CAB Emergency Committee (CAB/EC)

Answer: A
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 5
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management? A.
B.
C.
D.

Service Transition
Service Design
Service Strategy
Service Operation

Answer: B
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 6
Which of these statements about Service Desk staff is CORRECT? A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
Answer: B
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 7
Which of the following statements is INCORRECT?

A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
B. The SKMS is part of the Configuration Management System (CMS) C. The SKMS can include data on the performance of the organization D. The SKMS can include user skill levels
Answer: B
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 8
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset? A.
B.
C.
D.

Services and Infrastructure
Applications and Infrastructure
Resources and Capabilities
Utility and Warranty

Answer: C
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com

QUESTION 9
Which of the following is NOT one of the five individual aspects of Service Design? A.
B.
C.
D.

The design of the Service Portfolio, including the Service Catalogue The design of Market Spaces
The design of new or changed services
The design of the technology architecture and management systems

Answer: B
Section: Exam A
Explanation/Reference:
Explanation:
http://www.martpk.com...
tracking img