EX0-100 Online Practice Questions and Answers

Where are the statuses of changes recorded?

A. in the Configuration Management Database (CMDB)

B. in the Known Error database

C. in the Change database

D. in the Definitive Software Library (DSL)

Which ITIL process provides an insight, through the Modeling activity, into trends that could cause performance problems in the future?

A. Availability Management

B. Incident Management

C. Service Level Management

D. Capacity Management

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

A. interrelated activities

B. departments

C. IT resources

D. officials

Which of the following is a department rather than a process?

A. Incident Management

B. Service Desk

C. Problem Management

D. Change 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

What aspects would you not expect to see in a Service Level report designed for the customer?

A. the level of availability realised and the time not available per period

B. the percentage of incidents that was resolved within the target

C. the successful and reverted Changes during a specific period

D. the average utilization level of the Service Desk

When the cause of one or more incidents is not known, additional resources are assigned to identify the cause. Which ITIL process is responsible for this?

A. Service Level Management

B. Incident Management

C. Problem Management

D. Capacity 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

Who decides the category of a change?

A. the customer

B. the Service Desk

C. the Problem Manager

D. the Change Manager

Which ITIL process verifies that the modifications which have been made to the IT infrastructure have been properly documented?

A. Configuration Management

B. Problem Management

C. Incident Management

D. Availability Management