最新的EXIN ITIL認證 EX0-001考試題庫

問題1

What is the entry point or the first level of the V model?

A. Service Requirements

B. Service Solution

C. Customer / Business Needs

D. Service Release

正確答案: C

問題2

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The service owner

B. The customer

C. The process owner

D. The IT director

正確答案: C

問題3

Which of the following defines the level of protection in Information Security Management?

A. The Service Level Manager

B. The IT Executive

C. The Business

D. The ISO27001 Standard

正確答案: C

問題4

Which one of the following is the BEST description of a major incident?

A. An incident logged by a senior manager

B. An incident which requires a large number of people to resolve

C. An incident which has a high priority or a high impact on the business

D. An incident which is so complex that it requires root cause analysis before a workaround can be found

正確答案: C

問題5

The difference between service metrics and technology metrics is BEST described as?

A. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

B. Service metrics measure the end to end service; Technology metrics measure individual components

C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

正確答案: B

問題6

Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A. 2 and 4 only

B. All of the above

C. 3 and 4 only

D. 1, 2 and 3 only

正確答案: D

問題7

Which of these recommendations is best practice for service level management?
1.Include legal terminology in service level agreements (SLAs)
2.It is NOT necessary to be able to measure all the targets in an SLA

A. 1 only

B. Both of the above

C. 2only

D. Neither of the above

正確答案: D

問題8

Which one of the following statements is CORRECT?

A. The configuration management system is part of the known error database

B. The configuration management system is part of the configuration management database

C. The service knowledge management system is part of the configuration management system

D. The configuration management system is part of the service knowledge management system

正確答案: D

問題9

Remediation planning is BEST described in which of the following ways?

A. Planning how to compensate a user for a failed change

B. Planning how to advise the change requestor of a failed change

C. Planning how to recover the cost of a change

D. Planning the steps required to be taken if a change is unsuccessful

正確答案: D

問題10

Which of these statements about Service Desk staff is CORRECT?

A. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

B. 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

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 recruited from people who have high levels of technical skill tominimize the cost of training them

正確答案: A

問題11

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. Incident management, service desk, request fulfillment, access management, and event management

B. Incident management, problem management, service desk, request fulfillment, and event management

C. Event management, incident management, change management, and access management

D. Event management, incident management, problem management, request fulfillment, and access management

正確答案: D

問題12

Which of the following is NOT a valid objective of problem management?

A. To restore service to a user

B. To manage problems throughout their lifecycle

C. To prevent problems and their resultant Incidents

D. To eliminate recurring incidents

正確答案: A

問題13

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. Categorization

B. Escalation

C. Prioritization

D. Detection

正確答案: A

問題14

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

A. People, Process, Partners, Suppliers

B. People, Products, Technology, Partners

C. People, Process, Products, Partners

D. People, Process, Products, Technology

正確答案: C

問題15

Which of the following activities are responsibilities of a Supplier Manager?
1) Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers

A. 1, 3 and 4 only

B. None of the above

C. 2, 3 and 4 only

D. 1, 2 and 3 only

正確答案: D

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