EX0-100 ITIL Foundation Certificate in IT Service Management (v3)

Transcription

1 ITIL Foundation Certificate in IT Service Management (v3) Q&A DEMO Version Copyright (c) 2007 Chinatag LLC. All rights reserved.

2 Important Note Please Read Carefully For demonstration purpose only, this free version Chinatag study guide contains 10 full length questions selected from our full version products which have more than 200 questions each. This Study guide has been carefully written and compiled by Chinatag certification experts. It is designed to help you learn the concepts behind the questions rather than be a strict memorization tool. Repeated readings will increase your comprehension. For promotion purposes, all PDF files are not encrypted. Feel free to distribute copies among your friends and let them know Chinatag website. Study Tips This product will provide you questions and answers along with detailed explanations carefully compiled and written by our experts. Try to understand the concepts behind the questions instead of cramming the questions. Go through the entire document at least twice so that you make sure that you are not missing anything. Latest Version We are constantly reviewing our products. New material is added and old material is revised. Free updates are available for 90 days after the purchase. You should check the products page on the website for an update 3-4 days before the scheduled exam date. Please tell us what you think of our products. We appreciate both positive and critical comments as your feedback helps us improve future versions. Feedback on specific questions should be send to feedback@chinatag.com. Thanks for purchasing our products and look forward to supplying you with all your Certification training needs. Good studying! Technical and Support Team Chinatag LLC. Leading the way in IT testing and certification tools,

3 QUESTION 1: Which activity is not the responsibility of IT service continuity management? A. Drawing up back-out scenarios B. Analyzing risks C. Testing back-out arrangements D. Executing impact analyses of incidents related to the back-out facilities QUESTION 2: Which ITIL process has responsibility in preventing unauthorized access to data? A. IT service continuity management B. Availability management C. Release management D. Security management QUESTION 3: Which ITIL process or which ITIL department has responsibilities that include distributing information to users? A. Change management B. Service desk C. Customer relationship management D. Incident Management QUESTION 4: Where are activities documented with the aim of improving an IT service? A. Service Quality Plan (SQP) B. Service improvement program (SIP) C. Service catalogue D. Service Level Agreement (SLA) 3

4 QUESTION 5: In the change management process, which role is ultimately responsible for the entire process? A. Change Advisory Board B. IT Manager C. Change Manager D. Change Coordinator Answer: C QUESTION 6: In Chinatag.com, the purchasing department has relocated internally, not just the people, but also their IT resources. A service Desk employee has been commissioned to relocate this department's workstations. In which ITIL process is this employee now playing a role? A. Configuration Management B. Incident Management C. Change Management D. Problem Management Answer: C QUESTION 7: Which of the following is an example of proactive problem management? A. A report regarding the problem management process B. An urgent change C. A change request D. A trend analysis QUESTION 8: Which data, for a new configuration item (CI), is recorded in the configuration management database (CMDB)? A. The relationship to other configuration items B. The request for change number for the configuration item C. Repairs to the configuration item D. The impact of the configuration item 4

5 Answer: A QUESTION 9: Which activity is not the responsibility of IT service continuity management? A. Testing back-out arrangements B. Drawing up back-out scenarios C. Analyzing risks D. Executing impact analyses of incidents related to the back-out facilities QUESTION 10: Which ITIL process provides change proposals in order to eliminate structural errors? A. Availability management B. Problem Management C. IT service continuity management D. Security Management 5