EX0-100 Online Practice Questions and Answers

What does Mean Time To Repair (MTTR) mean?

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

B. average downtime of a service

C. average time between two consecutive incidents

D. average uptime of a service

Which of the following is a benefit of using ITIL?

A. that the organization around the IT services can be set up faster

B. that the users can influence the IT organization providing the IT services

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

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 impact of the Configuration Item

C. the Request for Change number for the Configuration Item

D. repairs to the Configuration Item

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

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.

Which ITIL process aims to prevent incidents resulting from changes to the IT infrastructure?

A. Problem Management

B. Availability Management

C. Incident Management

D. Change Management

Which ITIL process provides change proposals in order to eliminate structural errors?

A. Security Management

B. Problem Management

C. IT Service Continuity Management

D. Availability 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

Which ITIL process or which ITIL department has responsibilities that include distributing information to users?

A. Change Management

B. Incident Management

C. Service Desk

D. Customer Relationship Management