EXIN 100 Exam Questions with Explanations

EXIN 100 Exam Questions with Explanations A secure repository, where authorized versions of all media CIs are protected and stored, is known as what? A. Configuration Management System (CMS) B. Assess Management Sys ...

EXIN 100 Exam Questions with Explanations A secure repository, where authorized versions of all media CIs are protected and stored, is known as what? A. Configuration Management System (CMS) B. Assess Management System C. Definitive Media Library (DML) D. Knowledge Management System (KMS) - ✔✔Answer: C Explanation: The DML or "Definitive Media Library" Stores all media Configuration Items. All processes require some level of control. Select the process that is NOT defined in Service Design: A. Availability Management B. Service Portfolio Management C. Service Catalogue Management D. Service Level Management - ✔✔Answer: B Service Portfolio Management is a process defined by Service Strategy. The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error a Request for Change may be raised. When can the Known Error be closed? A. When a review of the change has led to a satisfactory result. B. When incidents related to the Known Error do not occur any more. C. When the proposal for change is lodged with Change Management. D. When the Request for Change is authorized by the Change Advisory Board. - ✔✔Answer: A Explanation: Error Control is the process of monitoring and providing solutions for known errors until they are resolved. Error Control contains the following activities: Known Error Identification and Recording - Once the root cause has been determined,the problem status changes to known error. A workaround is developed to feed back to Incident Management to handle further incidents that occur before a final solution is implemented. The known error definition can also be sent to the known error database to be used in the matching process. Solution Investigated - An assessment is performed on what will be required to resolve the known error. This activity could consist of cross-functional teams to weigh different solutions on various criteria including costs and benefits. Defining Solution - A final solution is developed and a Request for Change (RFC) is made via the Change Management Process. Problem Evaluation and Review - After the change has been implemented, a Post Implementation Review (PIR) is performed to evaluate the success of the solution and associated changes Closure - Assuming the problem review declares the solution as successful, the problem is finally closed. When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place? A. Availability Management B. Change Management C. Incident Management D. Problem Management - ✔✔Answer: C Explanation: ITIL terminology defines an incident as: Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained When must a Post Implementation Review take place? A. after every Change B. at the request of the person who submitted the Change request C. in case of emergency changes D. if another incident of the same type occurs again after a Change has been made - ✔✔Answer: A Explanation: A Post Implementation Review (PIR) is a formal review of a programme or project. It is used to answer the question: Did we achieve what we set out to do, in business terms and if not, what should be done? The PIR must be a part of every change process. Which activity is not the responsibility of IT Service Continuity Management? A. analyzing risks B. testing back-out arrangements C. drawing up back-out scenarios D. executing impact analyses of incidents related to the back-out facilities - ✔✔Answer: D Explanation: Business Continuity Management (BCM) is concerned with managing risks to ensure that at all times an organisation can continue operating to, at least, a pre-determined minimum level. The BCM process involves reducing the risk to an acceptable level and planning for the recovery of business processes should a risk materialize and a disruption to the business occur. A structured Incident Management processes includes classification, categorisation, impact and priority assessment, and monitoring and tracking of incidents. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services? A. Capacity Management B. Change Management C. Configuration Management D. Financial Management for IT services - ✔✔Answer: C Explanation: Configuration Management is the implementation of a database (Configuration Management Database - CMDB) that contains details of the organisation's elements that are used in the provision and management of its IT services. This is more than just an 'asset register', as it will contain information that relates to the maintenance, movement, and problems experienced with the Configuration Items. QUESTION 209: 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. Act - Check - Do - Plan B. Check - Plan - Act - Do C. Do - Plan - Check - Act D. Plan - Do - Check - Act - ✔✔Answer: D Explanation: The Deming's quality circle is also known as Deming's PDCA circle, Plan - Do - Check - Act. QUESTION 211: A process is a logically coherent series of activities for a pre-defined goal. What is the process owner responsible for? A. setting up the process B. implementing the process C. describing the process D. the result of the process - ✔✔Answer: D Explanation: The process owner is responsible for the result of the process and has to actively work with improving the structure and flow of the process. What is the difference between a process and a project? A. A process is continuous and has no end date, whereas a project has a finite lifespan. B. A project is continuous and has no end date, whereas a process has a finite lifespan. C. A process stops when the objective has been achieved, whereas a project does not stop when the objective is met. D. In a project the focus is not on the result, whereas with a process the result is important. - ✔✔Answer: A Explanation: Projects are objective-based and have clear start and end points (although I've been on some projects that never seemed to end, but that's another story). Operational processes are those that continue ad infinitum and are typically sustaining in nature. What is the basis of the ITIL approach to Service Management? A. departments B. IT resources C. officials D. interrelated activities - ✔✔Answer: D Explanation: The definition of a process - A process is a set of interrelated activities and/or subprocesses and/or (sub)stages with a common goal, and ITIL focuses on best practice (process) that can be utilized in different ways according to need. Which of the following is a benefit of using ITIL? A. that the users can influence the IT organization providing the IT services B. that the quality and the costs of the IT services can be controlled more efficiently C. that the organization around the IT services can be set up faster D. that it is finally possible to charge for IT services - ✔✔Answer: B Explanation: By improving the processes around IT, the organization can begin to: - Improve resource utilization - Be more competitive - Decrease rework - Eliminate redundant work - Improve upon project deliverables and time - Improve availability, reliability and security of mission critical IT-services - Justify the cost of service quality - Provide services that meet business, customer and user demands - Integrate central processes - Document and communicate roles and responsibilities in service provision - Learn from previous experience - Provide demonstrable performance indicators Which activity takes place immediately after recording and registering an incident? A. analysis and diagnosis B. classification C. matching D. solving and restoring - ✔✔Answer: B QUESTION 216: In an organization, the purchasing depar