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Exam Code: EX0-103
Exam Name: EXIN (ISO/IEC 20000 Foundation)
One year free update, No help, Full refund!
Total Q&A: 116 Questions and Answers
Last Update: 2014-02-18

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NO.1 Which statement below is not a purpose of Supplier Management procedures?
A. that business transactions between all parties are recorded
B. that information on the performance of all suppliers can be observed and acted upon
C. that it is made clear that the supplier cannot subcontract part of the delivered services to the Service
Provider
D. that the suppliers understand their obligation to the Service Provider
Answer: C

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NO.2 What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed
cost and services quality
D. to provide the policies and the framework that is needed for the effective management and
implementation of all IT services
Answer: D

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NO.3 Which of the following must be included within the Service Management plan?
A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Answer: D

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NO.4 What is accreditation in the context of ISO/IEC 20000?
A. the determination of measurement results using defined procedures on the basis of documented
requirements
B. the evaluation of test results to verify compliance with requirements plus confirmation by the
certification body
C. the notification of approved testing and certification bodies with the relevant authority for publication
D. the official recognition by a third party of organizations involved in testing, inspection and certification
Answer: D

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NO.5 Which of the following is Problem Management primarily concerned with?
A. looking at Security Plans
B. looking at the cause of Incidents
C. looking at the Change Plan
D. looking at the Release Strategy
Answer: B

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NO.6 The Service Provider should check that the Service Management objectives and the plan are being
achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization
Answer: C

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NO.7 Which of the following tasks is assigned to each process manager?
A. channeling data to Problem Management
B. ensuring the process is running effectively and efficiently
C. following up on Incidents
D. setting up Service Level Agreements with the users
Answer: B

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NO.8 Which of the aspects listed below is included in ISO/IEC 20000?
A. customer communication
B. employee motivation
C. social responsibility
D. standard products
Answer: A

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NO.9 What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the
customer organization.
Answer: B

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NO.10 Which service changes should be documented in change records?
A. all service changes
B. formal closure of services
C. staff recruitment
D. user training
Answer: A

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Exam Code: ISO20KF
Exam Name: EXIN (ISO / IEC 20000 Foundation)
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Total Q&A: 116 Questions and Answers
Last Update: 2014-02-18

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NO.1 Which of the following is Problem Management primarily concerned with?
A. Looking at Security Plans
B. Looking at the cause of Incidents
C. Looking at the Change Plan
D. Looking at the Release Strategy
Answer: B

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NO.2 Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the Service
Provider
D. That the suppliers understand their obligation to the Service Provider
Answer: C

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NO.3 What is mandatory to define in the Incident Management procedures?
A. The escalation of Incidents
B. The implementation of emergency Changes
C. The recording of deficiencies in the Configuration Management Database (CMDB)
D. The recording of Problems
Answer: A

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NO.4 The Service Provider should check that the Service Management objectives and the plan are being
achieved. Which of the following items is not measured as part of this monitoring, measuring or review?
A. Customer satisfaction
B. Major non-conformities
C. Problems
D. Resource utilization
Answer: C

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NO.5 What is the added value of a service being delivered?
A. You can specifically define the service by means of a Service Level Agreement (SLA).
B. You do not have the ownership of specific costs and risks in producing the service.
C. You do not have to invest in a process to control it.
D. The outcomes have a lower total cost of ownership than when the value is produced within the
customer organization.
Answer: B

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NO.6 Which of the following is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should
be produced at least annually.
B. Decisions about service provision should be based on cost effectiveness comparisons.
C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
Answer: A

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NO.7 Which of the aspects listed below is included in ISO/IEC 20000?
A. Customer communication
B. Employee motivation
C. Social responsibility
D. Standard products
Answer: A

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NO.8 What is accreditation in the context of ISO/IEC 20000?
A. The determination of measurement results using defined procedures on the basis of
documented requirements
B. The evaluation of test results to verify compliance with requirements plus confirmation by the
certification body
C. The notification of approved testing and certification bodies with the relevant authority for publication
D. The official recognition by a third party of organizations involved in testing, inspection and certification
Answer: D

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NO.9 Which of the following is a benefit of ISO/IEC 20000 certification?
A. It guarantees that all certified IT Service Management processes are at least audited by a registered
certification body once a year.
B. It shows that a company manages IT Services according to an independently audited quality standard.
C. It shows that a company takes quality seriously and that each service is independently
audited before it is being delivered.
D. It shows that the highest possible quality level has been achieved.
Answer: B

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NO.10 Who conducts the "first party audit"?
A. An external independent organization
B. Customers of the IT Service Management organization
C. Other persons on behalf of the Customer
D. The IT Service Management organization itself
Answer: D

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NO.11 What is the objective of Service Level Management?
A. To define, agree, record and manage levels of service
B. To ensure a sufficient amount of Capacity has been designated in order to achieve agreed service
levels
C. To ensure that agreed service Availabilitycommittments to customers can be met in all
circumstances
D. To establish and maintain good relationships with Customers
Answer: A

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NO.12 What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
A. The Service Level Plans
B. The Service Management Plans
C. The SLAs with the other parties
D. The SLAs with the customers
Answer: D

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NO.13 Which of the following tasks is assigned to each process manager?
A. Channeling data to Problem Management
B. Ensuring the process is running effectively and efficiently
C. Following up on Incidents
D. Setting up Service Level Agreements with the users
Answer: B

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NO.14 Which of the following must be included within the Service Management plan?
A. Configuration Item (CI) type
B. Information security controls
C. Return to normal working
D. Tools as appropriate to support the processes
Answer: D

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NO.15 Which of the following statements is true?
A. Change Management is the most important of the Control processes.
B. Release Management shall be implemented only after the processes Change Management and
Configuration Management have become mature.
C. Release Management, Change Management and Configuration Management are Control processes.
D. There shall be an integrated approach to Change and Configuration Management planning.
Answer: D

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NO.16 Availability and Service Continuity Plans need to be developed and reviewed periodically to ensure
that requirements are met as agreed in all circumstances, from normal operations through to a major loss
of service. What is the minimum level of frequency with which these Plans should be developed and
reviewed?
A. At every change to the business environment
B. At least annually
C. At least bi-annually
D. In accordance with the business needs
Answer: B

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NO.17 Which service changes should be documented in change records?
A. All service changes
B. Formal closure of services
C. Staff recruitment
D. User training
Answer: A

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NO.18 When a new service is being planned, Service Level Management needs to ensure that existing
performance levels of other IT services will not be unduly impacted. From which process will Service
Level Management require input?
A. Availability Management
B. Capacity Management
C. Financial Management for IT Services
D. IT Service Continuity Management
Answer: B

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NO.19 What is the objective of a Management System?
A. To define, agree, record and manage levels of services
B. To ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. To ensure that new services and changes to services will be deliverable and manageable at the agreed
cost and services quality
D. To provide the policies and the framework that is needed for the effective management and
implementation of all IT services
Answer: D

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NO.20 An objective of Capacity Management is to ensure that the service provider has, at all times, sufficient
Capacity to meet the current and future agreed demands of the Customer's business needs. What
document is produced to support this objective?
A. Availability Plan
B. Business Resource Plan
C. Capacity Plan
D. Service Management Plan
Answer: C

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Exam Code: EX0-114
Exam Name: EXIN (IT Service Mgmt Foundation Bridge based on ISO/IEC 20000 )
One year free update, No help, Full refund!
Total Q&A: 78 Questions and Answers
Last Update: 2014-02-17

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NO.1 A company decides to apply the principle of continual improvement. Which action would result from this
decision.?
A. Analyze and evaluate the existing situation to identify areas for improvement
B. Analyze customer satisfaction and identify resulting actions
C. Review the Service Management System at least annual
D. Start an internal service organization evaluation
Answer: A

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NO.2 What is used for the assessment of maturity of organizations?
A. CMMI
B. CobITTM
C. ITIL
D. MOF
Answer: A

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NO.3 Which process aims to prevent incidents resulting from changes to the IT infrastructure?
A. Availability Management
B. Change Management
C. Incident Management
D. Problem Management
Answer: B

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NO.4 What is the difference between a process owner and a process manager?
A. a process owner is responsible for the effectiveness of the process and a process manager is
responsiblefor the realization of the process
B. a process owner is a director and a process manager is a manager
C. a process owner must have a Manager's Certificate and a process manager must have a
Practitioner'scertificate
D. a process owner will work directly with business leadership and the process manager only works within
IT
Answer: A

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NO.5 Which of the following is a best practice concerning information security risk assessment?
A. Information security risk assessments should be carried out by an external auditor to maintain
objectivity.
B. Information security risk assessments should be performed as a result of the review of every incident.
C. Information security risk assessments should be performed at agreed intervals and be maintained
duringchanges.
D. Information security risk assessments should be performed once a year.
Answer: C

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NO.6 Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of
the most difficult?
A. constant quality
B. incorporating technological innovations
C. innovating the way services are provided
D. methodological order based on best practices
Answer: A

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NO.7 Due to excessive workload, the Desktop Support group has been unable to meet their agreed service
levels. One of the major contributing factors is the time being spent in direct communication with users.
Which Process or Function can help to alleviate some of this workload?
A. Incident Management
B. Problem Management
C. Service Desk Service
D. Level Management
Answer: C

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NO.8 What is required to be in place for emergency changes?
A. Capacity plans
B. Controlled Acceptance Test environment
C. policies and procedures
D. Service Continuity Plans
Answer: C

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NO.9 What defines Service Quality?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
Answer: C

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NO.10 What data is recorded when an incident is reported to the Service Desk?
A. the name of the person reporting the Incident
B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the names of persons who are authorized to implement Changes in the Configuration
ManagementDatabase (CMDB)
Answer: A

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Exam Code: ITIL-F
Exam Name: EXIN (ITIL Foundation)
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Total Q&A: 238 Questions and Answers
Last Update: 2014-02-17

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NO.1 The design of IT services requires the effective and efficient use of "the four Ps". What are these four
Ps?
A.People, process, partners, performance
B.Performance, process, products, plans
C.People, process, products, partners
D.People, products, plans, partners
Answer: C

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NO.2 At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
A.Service design: Design the processes
B.Service strategy: Develop the offerings
C.Service transition: Plan and prepare for deployment
D.Service operation: IT operations management
Answer: A

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NO.3 Which role is responsible for carrying out the activities of a process?
A.Process owner
B.Change manager
C.Service manager
D.Process practitioner
Answer: D

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NO.4 Which of the following BEST describes service strategies value to the business?
A.Allows higher volumes of successful change
B.Reduction in unplanned costs through optimized handling of service outages
C.Reduction in the duration and frequency of service outages
D.Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
Answer: D

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NO.5 Which of the following options is a hierarchy that is used in knowledge management?
A.Wisdom - Information - Data - Knowledge
B.Data - Information - Knowledge - Wisdom
C.Knowledge - Wisdom - Information - Data
D.Information - Data - Knowledge - Wisdom
Answer: B

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NO.6 Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A.Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B.Public frameworks are always cheaper to adopt
C.Public frameworks are prescriptive and tell you exactly what to do
D.Proprietary knowledge has been tested in a wide range of environments
Answer: A

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NO.7 Which two processes will contribute MOST to enabling effective problem detection?
A.Incident and financial management
B.Change and release and deployment management
C.Incident and event management
D.Knowledge and service level management
Answer: C

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NO.8 Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?
A.Change proposal
B.Change policy
C.Service request
D.Risk register
Answer: A

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NO.9 Which of the following is an objective of business relationship management?
A.To identify patterns of business activity
B.To ensure high levels of customer satisfaction
C.To secure funding to manage the provision of services
D.To ensure strategic plans for IT services exist
Answer: B

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NO.10 Which process or function is responsible for monitoring activities and events in the IT infrastructure?
A.Service level management
B.IT operations management
C.Capacity management
D.Incident management
Answer: B

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Exam Code: EX0-117
Exam Name: EXIN (ITIL Foundation (syllabus 2011))
One year free update, No help, Full refund!
Total Q&A: 238 Questions and Answers
Last Update: 2014-02-17

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NO.1 Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is oftenundocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A

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NO.2 Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Answer: D

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NO.3 The design of IT services requires the effective and efficient use of "the four Ps". What are these four
Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C

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NO.4 Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Answer: C

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NO.5 Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
Answer: D

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NO.6 Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B

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NO.7 Which process or function is responsible for monitoring activities and events in the IT infrastructure.?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B

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NO.8 At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A

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NO.9 Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B

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NO.10 Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A

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Exam Code: EX0-110
Exam Name: EXIN (Foundation Bridge Exam IT Service Management ISO/IEC 20000)
One year free update, No help, Full refund!
Total Q&A: 60 Questions and Answers
Last Update: 2014-01-29

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NO.1 Which of the following actions should be taken to ensure continual improvement of a Service
Management System?
A. Analyze and evaluate the existing situation to identify areas for improvement.
B. Analyze customer satisfaction and identify resulting actions.
C. Review the Service Management System at least annually.
D. Start an internal service organization evaluation.
Answer: A

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NO.2 When improving the IT Service Management system, what needs to be considered to ensure ongoing
compliance with the service providerWhen improving the IT Service Management system, what needs to
be considered to ensure on-going compliance with the service provider? corporate objectives /
requirements?
A. A competitor process managementsystemA competitor? process management system
B. Any standards defined by the company itself
C. The budget available to the Personnel Department
D. The time to update the process documentation
Answer: B

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NO.3 What is the definition of quality according to ISO 9000?
A. Quality is when all features of a service which are agreed with the customer are being delivered to the
customer.
B. Quality is when the expectations from the customer to a certain service or product are being delivered
to the customer.
C. Quality is when the requirements and expectations of all stakeholders involved in the product lifecycle
are being fulfilled.
D. Quality is when the agreed service levels of a specific and defined service are met during morethen six
subsequent periods.
Answer: A

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NO.4 Which of the following is a benefit of ISO/IEC 20000 certification?
A. It guarantees that all certified IT Service Management processes are at least audited by a registered
certification body once a year.
B. It shows that a company manages IT Services according to an independently audited quality standard.
C. It shows that a company takes quality seriously and that each service is independently audited before it
is being delivered.
D. It shows that the highest possible quality level has been achieved.
Answer: B

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NO.5 What shall the Service Level Agreements (SLAs) with the suppliers be aligned with?
A. the Service Level Plans
B. the Service Management Plans
C. the SLAs with the other parties
D. the SLAs with the customers
Answer: D

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Exam Code: EX0-112
Exam Name: EXIN (Business Information Management Foundation)
One year free update, No help, Full refund!
Total Q&A: 79 Questions and Answers
Last Update: 2014-01-29

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NO.1 What is not an activity of Contract management.?
A. agreeing on how the information manager is to communicate with the IT director
B. changing the time of delivery of a change
C. monitoring whether the supplied IT-services correspond to the agreed services
Answer: B

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NO.2 What is a key message of BiSL?
A. After outsourcing of IT-activities, professional business information management
becomes less important.
B. The importance of having good business information management increases in proportion to the
importance of the information provisioning for the organization.
C. Integration and alignment of the operational IT-management processes with the policy is a
consequence of an effective and efficient information provisioning.
Answer: B

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NO.3 Which role does business information management play regarding the realization of the
information provisioning?
A. the role of vendor of IT-services
B. the role of purchaser of IT-services
C. the role of supplier of IT-services
Answer: B

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NO.4 Two reports that have been produced in the nightly batch processing have been damaged during
printing. This has been noticed by Operational supplier management. In which process will the end users
be informed that the reports have been damaged?
A. Business data management
B. End user support
C. Operational supplier management
Answer: B

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NO.5 Which activities are not in a transition plan?
A. the activities that are required for a successful preparation of the implementation
B. the generic activities that have to be performed at all locations where the system is
implemented
C. the specific activities that have to be performed at a specific location during transition
Answer: A

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NO.6 Which monitoring activity belongs to Business data management?
A. monitoring of the integrity of customer data
B. monitoring whether the acceptance test data are correct
C. monitoring the accuracy of reports provided by the IT service provider
Answer: A

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NO.7 Which activity belongs to the process End user support?
A. dealing with calls about errors in the functionality
B. monitoring the usage of the information systems
C. adding new end users to a table
Answer: A

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NO.8 Which process produces an end user training for a new release of an application?
A. Transition
B. Prepare transition
C. Design non-automated information systems
Answer: B

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NO.9 The process cluster Use management signals disruptions to the information provisioning, which are
experienced in the business process. Which process cluster will be the first to act on these signals?
A. Functionality management cluster
B. Information strategy cluster
C. Connecting processes (operational)
Answer: C

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NO.10 What do frameworks like BiSL contribute to the implementation of effective business
information management?
A. structured activities of business information management
B. much improved quality of the IT-services
C. a uniformly implemented business information management for each organization
Answer: A

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NO.11 Which process deals with defining interfaces in the area of information provisioning between various
organizations?
A. Information coordination
B. Information lifecycle management
C. Information portfolio management
D. Strategic information partner management
Answer: D

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NO.12 Which process determines which information provisioning is required, including the
priorities?
A. Demand management
B. End user support
C. Information lifecycle management
Answer: A

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NO.13 The cluster Use management provides information about the reliability of the business data. For which
process is this input?
A. Business data management
B. Demand management
C. Contract management
Answer: B

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NO.14 Which responsibility belongs to the process Demand management?
A. determining the necessary capacity for change
B. periodic consultation of the end users
C. identification of information requirements within the business process
Answer: C

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NO.15 What is a result of the process Specify information requirement?
A. a functional design
B. a list of functional and non-functional demands
C. an approved test strategy
Answer: B

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Exam Code: EX0-117
Exam Name: EXIN (ITIL Foundation (syllabus 2011))
One year free update, No help, Full refund!
Total Q&A: 238 Questions and Answers
Last Update: 2014-01-29

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NO.1 Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Answer: C

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NO.2 Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is oftenundocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A

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NO.3 Which of the following BEST describes service strategies value to the business?
A. Allows higher volumes of successful change
B. Reduction in unplanned costs through optimized handling of service outages
C. Reduction in the duration and frequency of service outages
D. Enabling the service provider to have a clear understanding of what levels of service will make their
customers successful
Answer: D

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NO.4 The design of IT services requires the effective and efficient use of "the four Ps". What are these four
Ps?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C

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NO.5 Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B

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NO.6 Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Answer: A

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NO.7 At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A

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NO.8 Which role is responsible for carrying out the activities of a process?
A. Process owner
B. Change manager
C. Service manager
D. Process practitioner
Answer: D

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NO.9 Which process or function is responsible for monitoring activities and events in the IT infrastructure.?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B

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NO.10 Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B

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Exam Code: SCNS-EN
Exam Name: EXIN (SCNS Tactical Perimeter Defense Exam)
One year free update, No help, Full refund!
Total Q&A: 232 Questions and Answers
Last Update: 2014-01-14

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NO.1 If you capture an 802.11 frame, and the ToDS bit is set to zero and the FromDS bit is set to
zero,
what type of WLAN is this frame a part of?
A. Mesh
B. Broadcast
C. Infrastructure
D. Hierarchical
E. Ad Hoc
Answer: E

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NO.2 You are configuring the rules on your firewall, and need to take into consideration that some
clients in the network are using automatic addressing. What is the IP address range reserved for
internal use for APIPA in Microsoft networks?
A. 169.254.0.0 / 4
B. 169.254.0.0 /16
C. 169.254.0.0 / 8
D. 169.254.0.0 / 0
E. 168.255.0.0 /16
Answer: B

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NO.3 There are several options available to you for your new wireless networking technologies, and
you are examining how different systems function. What transmission system uses short bursts
combined together as a channel?
A. Frequency Hopping Spread Spectrum (FHSS)
B. Direct Sequence Spread Spectrum (DSSS)
C. Lamar Anthell Transmission (LAT)
D. Digital Band Hopping (DBH)
E. Digital Channel Hopping (DCH)
Answer: A

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NO.4 You have implemented an IPSec policy, using only AH. You are analyzing your network traffic
in Network Monitor, which of the following statements are true about your network traffic?
A. You will not be able to view the data in the packets, as it is encrypted.
B. You will not be able to identify the upper layer protocol.
C. You will be able to view the unencrypted data in the packets.
D. You will be able to identify the encryption algorithm in use.
E. You will not be able to view the packet header.
Answer: C

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NO.5 In order to perform promiscuous mode captures using the Wireshark capture tool on a
Windows
Server 2003 machine, what must first be installed?
A. IPv4 stack
B. IPv6 stack
C. WinPcap
D. Nothing, it will capture by default
E. At least two network adapters
Answer: C

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Exam Code: EX0-102
Exam Name: EXIN (Microsoft Operations Framework,MOFF)
One year free update, No help, Full refund!
Total Q&A: 73 Questions and Answers
Last Update: 2014-01-05

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NO.1 Performing IT accounting is part of which SMF?
A. Business/IT Alignment SMF
B. Financial Management SMF
C. Policy Management SMF
D. Reliability Management SMF
Answer: B

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NO.2 What do the goals of the Reliability SMF include?
A. Service maintainability is aligned to the business in a cost-effective manner.
B. Service Continuity is aligned to the business in a cost-effective manner.
Answer: B

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NO.3 What does the focus of the Change and Configuration SMF in the Plan phase include?
A. Architectural change
B. Corporate strategy transfer to IT strategy
C. Legal and compliance representation
D. Process and procedure
Answer: A

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NO.4 What do the steps to setting policy not include?
A. reviewing legal compliance
B. review and maintain policies
C. publish policies
D. validate policies
Answer: A

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NO.5 What does the Reliability SMF process flow include?
A. Assess, monitor and control risk
B. Define service requirements
C. Ensure good service
D. Maintain work instructions
Answer: B

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NO.6 Which statement is true about the SMFs in the Operate Phase?
A. All SMFs feed the Deliver Phase.
B. The Customer Service SMF focuses on how to resolve complex problems.
C. The SMFs are dependant on each other.
D. The SMFs are sequential.
Answer: C

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NO.7 What is the IT service lifecycle composed of?
A. Build phase, Deliver phase, Operate phase, Manage layer
B. Manage Layer, Plan phase, Deploy phase, Operate phase
C. Manage Layer, Plan phase, Deliver phase, Operate phase
D. Plan phase, Develop phase, Operate phase, Manage phase
Answer: C

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NO.8 Which statement of the IT service lifecycle is not correct?
A. It isolates risk to the Operate phase.
B. It addresses the design and delivery of the IT service.
C. It describes the life of an IT service.
D. It represents planning and optimizing the IT service to align with the business strategy.
Answer: A

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NO.9 Which SMF provides root cause analysis?
A. Incident Management
B. Problem Management
C. Stabilizing
D. Testing
Answer: B

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NO.10 Is the Portfolio Management Review focused on understanding the state of supply and demand for IT
services and directing investments to make sure that the business value of IT is realized?
A. Yes
B. No
Answer: B

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NO.11 What does MOF organize?
A. Activities and processes into SMF, which are grouped together in phases that mirror the IT service
lifecycle.
B. Activities and processes into phases, which are grouped into SMFs that mirror the IT service lifecycle.
C. Activities and processes into SMFs, which are directed by Management Reviews that mirror the IT
service lifecycle.
D. Activities and processes into phases, which are directed by Management Reviews that mirror the IT
service lifecycle.
Answer: A

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NO.12 What does the Reliability SMF process flow include?
A. Define service requirements
B. Monitoring and improving plans
C. Planning
D. all of the above
Answer: D

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NO.13 What Management Review (MR) determines whether IT is working on the right things and clarifies the
business value of proposed projects?
A. Policy and Control
B. Portfolio
C. Release Readiness
D. Service Alignment
Answer: B

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NO.14 What is a goal of the Plan phase?
A. Delivered Services are adaptable to the changing needs of the business
B. Packaged product deployments are deployed in line with business requirements
C. To ensure that deployed services operated in line with the agreed-to SLA targets
D. To establish an integrated approach to IT Service Management activities
Answer: A

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NO.15 Which is a goal of MOF?
A. ensure that business oversight governs IT service lifecycle activity to promote business/IT alignment
B. ensure that the investment in IT delivers expected business value at an acceptable level of risk
C. provide guidance to Finance and Accounting groups to successfully audit services delivered by IT
D. provide a common reference standard for any enterprise offering IT services to internal and external
customers
Answer: B

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