EX0-100 Online Practice Questions and Answers

Which data, for a new Configuration item (CI), is recorded in the Configuration Management Database (CMDB)?

A. the Request for Change number for the Configuration Item

B. the impact of the Configuration Item

C. repairs to the Configuration Item

D. the relationship to other Configuration Items

What is the basis of the ITIL approach to Service Management?

A. interrelated activities

B. departments

C. IT resources

D. officials

What is a baseline in the IT infrastructure?

A. a minimum value for a customer service ('must at least satisfy?)

B. the most important infrastructure (such as a network) to which all kinds of workstations and services can be linked

C. a standard configuration (such as a standard workstation)

D. a document that states how the infrastructure must be dealt with in an organization (vision)

Which statement best describes the role of the Service Desk?

A. The Service Desk ensures that the telephone is always manned.

B. The primary task of the Service Desk is to investigate problems.

C. The Service Desk functions as the first contact for the customer.

D. The Service Desk ensures that the agreed IT service is available.

When implementing a new version of an application both Change Management and Release Management are involved. What is the responsibility of the Change Management process here?

A. Change Management has the executive task in this phase.

B. Change Management must check whether the new application functions properly.

C. Change Management plays a coordinating role in this phase.

D. Change Management draws up the change request for this.

In an organization, the purchasing department has relocated internally - not just the people, but also their IT resources. A Service Desk employee has been commissioned to relocate this department's workstations. In which ITIL process is this employee now playing a role?

A. Problem Management

B. Configuration Management

C. Change Management

D. Incident Management

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

In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision. Which of the following ITIL processes could also initiate this kind of measure?

A. Availability Management

B. Incident Management

C. Capacity management

D. Change Management

Which of the following describes the basic concept of Integrity in the Security Management process?

A. the capacity to verify the correctness of the data

B. the correctness of the data

C. access to the data at any moment

D. protection of the data against unauthorized access and use

What is the term used for a situation derived from a series of incidents with the same characteristics?

A. a Change Request

B. a Known Error

C. a Service Call

D. a Problem