EX0-100 Online Practice Questions and Answers

Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?

A. Release Management

B. Configuration Management

C. Capacity Management

D. Application Management

Which ITIL process handles the implementation of the policy for access management and access to information systems?

A. Availability Management

B. Release Management

C. Security Management

D. Incident Management

The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?

A. Configuration Management

B. Incident Management

C. Problem Management

D. Release Management

The Service Desk receives different types of calls. Which of the following is an incident?

A. information about the rollout of a specific application

B. a notification that a new toner cartridge has just been installed in a printer

C. a request to install a new bookkeeping package

D. a system message that a printer is not working

A process is a logically coherent series of activities for a pre-defined goal. What is the process owner responsible for?

A. the result of the process

B. describing the process

C. implementing the process

D. setting up the process

What is the first activity when implementing a release?

A. designing and building a release

B. communicating and preparing the release

C. compiling the release schedule

D. testing a release

Which ITIL process is responsible for creating the cost agreements for extra support of the Service Desk?

A. Incident Management

B. Availability Management

C. Financial Management for IT Services

D. Service Level Management

Reports of different types arrive at a Service Desk. Which of the following reports is an incident?

A. a request for the installation of a new bookkeeping package

B. a report that the printer is not working

C. a question about where the manual is

D. information about the departure time of the train to London

What is the use of additional technical expertise in the Incident Management process called?

A. functional escalation

B. problem analysis

C. incident classification

D. resolution and recovery of the incident

Security Management includes a number of sub-processes. Which activity of Security Management leads to a security sub-clause in the Service Level Agreement (SLA)?

A. Implement

B. Maintenance

C. Plan

D. Control