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)
Who is responsible for tracking and monitoring an incident?
A. Problem Manager
B. Problem Management staff
C. Service Level Manager
D. Service Desk
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
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 organization around the IT services can be set up faster
C. that it is finally possible to charge for IT services
D. that the quality and the costs of the IT services can be controlled more efficiently
An analysis has been made regarding the expansion of the customer information database. The result indicates that the mainframe disk capacity must be increased, to accomodate the expected growth of the database in the foreseeable future. Which process is responsible for sharing this information on time, to make sure that the available disk space is sufficient?
A. Availability Management
B. Capacity Management
C. Security Management
D. Change Management
When is a Known Error identified?
A. When the cause of the problem is known.
B. When the problem is known.
C. When the problem has been resolved.
D. When the incident has been sent to Problem 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
Information is regularly exchanged between Problem Management and Change Management. What information is this?
A. Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs)
B. RFCs resulting from Known Errors
C. RFCs from the Service Desk that Problem Management passes on to Change Management
D. RFCs from the users that Problem Management passes on to Change Management
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