EX0-100 Online Practice Questions and Answers

Information and Communication Technologies (ICT) includes both Asset Management and Configuration Management. What is the difference between Asset Management and Configuration Management?

A. Configuration Management makes an inventory of the Configuration Items and Asset Management registers them.

B. Asset Management focuses exclusively on the book value and Configuration Management on the status of Configuration Items.

C. Configuration Management is a component of Asset Management, so there are no differences between them.

D. Asset Management monitors aspects such as depreciation and Configuration Management monitors aspects such as the relationships between the Configuration Items.

Which of the following is a benefit of using ITIL?

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

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

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

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

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

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

The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?

A. Configuration Management

B. Incident Management

C. Problem Management

D. Release Management

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

A. Problem Management

B. Change Management

C. Incident Management

D. Service Desk

Which ITIL process has responsibility in preventing unauthorized access to data?

A. Availability Management

B. Security Management

C. IT Service Continuity Management

D. Release Management

When the cause of one or more incidents is not known, additional resources are assigned to identify the cause. Which ITIL process is responsible for this?

A. Service Level Management

B. Incident Management

C. Problem Management

D. Capacity Management

What is the first activity when implementing a release?

A. designing and building a release

B. communicating and preparing the release

C. compiling the release schedule

D. testing a release

Which activity is not a Service Desk activity?

A. solving a Problem

B. relating an incident to a Known Error

C. registering Incidents

D. applying temporary fixes

The Application Sizing activity is part of Capacity Management. What is Application Sizing?

A. measuring the load that an application places on the hardware

B. keeping the capacity used by the applications up-to-date

C. checking how an application has grown

D. determining the hardware capacity required to support new (or adapted) applications

Which ITIL process has the task of classifying incoming interruption reports?

A. Change Management

B. Problem Management

C. Security Management

D. Incident Management

The cash registers in a supermarket experience network disruptions daily between 4 p.m. and 6 p.m. Which ITIL process is responsible for solving these difficulties on a structural basis?

A. Capacity Management

B. Availability Management

C. Problem Management

D. Incident Management

Security Management includes a number of sub-processes. Which activity of Security Management leads to a security sub-clause in the Service Level Agreement (SLA)?

A. Implement

B. Maintenance

C. Plan

D. Control

A power failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available. When should power failure be considered a disaster to enact the ITSC Plan?

A. When the time within which the failure should be solved, has exceeded.

B. Immediately, as the IT service can no longer be used.

C. When the Incident Manager thinks this is necessary.

D. When the Continuity Manager expects the failure to last longer than the maximum period of time mentioned in the Service Level Agreement.