EX0-100 Online Practice Questions and Answers

Where are activities documented with the aim of improving an IT service?

A. Service Improvement Program (SIP)

B. Service Quality Plan (SQP)

C. Service Level Agreement (SLA)

D. Service Catalogue

How is a change that must be made quickly called?

A. an urgent change

B. a fast change

C. an unplanned change

D. a standard change

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.

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

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

A. Problem Management

B. Change Management

C. Incident Management

D. Service Desk

What aspects would you not expect to see in a Service Level report designed for the customer?

A. the level of availability realised and the time not available per period

B. the percentage of incidents that was resolved within the target

C. the successful and reverted Changes during a specific period

D. the average utilization level of the Service Desk

An organization plans on implementing a new network operating system. Before the actual implementation takes place, the plan of approach for achieving the implementation is discussed. Under whose leadership is this discussion held?

A. the Service Manager

B. the Network Manager

C. the Change Manager

D. the Service Level Manager

According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance. Which of the following answers specifies the correct sequence for these steps?

A. Plan - Do - Check - Act

B. Act - Check - Do - Plan

C. Do - Plan - Check - Act

D. Check - Plan - Act - Do

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.