Online Access Free EX0-101 Exam Questions

Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

• A.1, 2 and 4 only
• B.1, 2 and 3 only
• C.All of the above
• D.3 and 4 only

Which one of the following is the BEST description of a major incident?

• A.An incident which is so complex that it requires root cause analysis before a workaround can be found
• B.An incident which has a high priority or a high impact on the business
• C.An incident which requires a large number of people to resolve
• D.An incident logged by a senior manager

Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

• A.1 and 3 only
• B.All of the above
• C.1 and 2 only
• D.2 and 3 only

Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

• A.1, 2 and 4 only
• B.1, 2 and 3 only
• C.1, 3 and 4 only
• D.2, 3 and 4 only

In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

• A.Option 2 only
• B.Both of the above
• C.Option 1 only
• D.Neither of the above