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Exam : EXIN EX0-100
Title : ITIL Foundation Certificate In It Service Management(Exin)


1. Certain data is needed to describe an ITIL?process. This includes the objectives and the output. What else is required?
A. activities
B. authorisations
C. environment
D. Configuration Management Database (CMDB)
Answer: A

2. How does Problem Management differ from Incident Management?
A. Incident Management focuses on registration and Problem Management does not.
B. Problem Management focuses on restoration of service and Incident Management focuses on finding the cause.
C. Incident Management focuses on restoration of service and Problem Management focuses on finding the cause.
D. Problem Management generates reports and Incident Management does not.
Answer: C

3. What is produced when Problem Management identifies the cause of a Problem and a workaround?
A. a Request for Change
B. a resolved Problem
C. a Known Error
D. one or more resolved incidents
Answer: C

4. Which of the following processes provides Problem Management with reports about the IT infrastructure?
A. Financial Management for IT Services
B. Change Management
C. Configuration Management
D. Incident Management
Answer: C

5. Which process includes developing a recovery plan?
A. IT Service Continuity Management
B. Problem Management
C. Capacity Management
D. Availability Management
Answer: A

6. Which of the following tasks is assigned to each process manager?
A. ensuring the smooth running of the process
B. setting up Service Level Agreements with the users
C. channeling data to Problem Management
D. following up on Incidents
Answer: A

7. Where can you find an overview of all IT services?
A. Operational Level Agreement (OLA)
B. Service Catalog
C. Service Level Agreement (SLA)
D. Service Window
Answer: B

8. Which information does Financial Management for IT Services extract from the Configuration Management Database (CMDB)?
A. which equipment is being used by whom
B. where the equipment has been set up
C. which software version is being used
D. which equipment is causing incidents
Answer: A