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 meaning of the term Serviceability?

A. the degree of support that the Service Desk provides to the customer

B. the degree of availability of the IT services that can be offered

C. the degree to which the provision of IT services can be supported by maintenance contracts

D. the degree to which the services agreed in the Service Level Agreement (SLA) are complied with

Which of the following questions can not be answered directly from the Configuration Management Database (CMDB)?

A. Which Requests for Change have been submitted for a specific server?

B. Which Configuration Items does a specific service consist of?

C. Which members of staff of department X have moved to department Y?

D. What incidents or problems have there been for this PC?

Which ITIL process carries out a risk analysis on the possible threats to and vulnerabilities of the IT infrastructure?

A. IT Service Continuity Management

B. Problem Management

C. Configuration Management

D. Capacity Management

Which status is a problem assigned once its cause has been identified?

A. Work-around

B. Request for Change (RFC)

C. Incident

D. Known Error

How does Problem Management contribute to a higher solution percentage of first-line support?

A. by analyzing open incidents

B. by making a knowledge database available

C. by preventing incidents

D. by evaluating incidents with the customer

What is a request to replace something within the IT infrastructure called?

A. Request for Change

B. Replacement Request

C. Request for Release

D. Service Request

Which activity is not the responsibility of IT Service Continuity Management?

A. testing back-out arrangements

B. analyzing risks

C. executing impact analyses of incidents related to the back-out facilities

D. drawing up back-out scenarios

What does Mean Time To Repair (MTTR) mean?

A. average time between two consecutive incidents

B. average downtime of a service

C. average time of the breakdown-free period within a measured period

D. average uptime of a service

What is the first step when registering an incident?

A. determine the priority

B. assign an incident number

C. record the incident data

D. perform matching