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Exam Code: ISO20KF
Exam Name: EXIN (ISO / IEC 20000 Foundation)
One year free update, No help, Full refund!
Total Q&A: 116 Questions and Answers
Last Update: 2014-01-24

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NO.1 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.2 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.3 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.4 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.5 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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NO.6 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.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 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.9 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.10 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.11 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.12 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.13 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.14 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.15 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.16 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.17 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.18 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.19 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.20 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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Exam Code: EX0-111
Exam Name: EXIN (Green IT Citizen)
One year free update, No help, Full refund!
Total Q&A: 40 Questions and Answers
Last Update: 2014-01-24

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NO.1 What does sustainable development mean.?
A.To create a balance between the demand for timber and the maintenance of the health and biodiversity
of the forests
B.To make use of renewable energy in order to reduce greenhouse gas effects
C.To meet the needs of the present without compromising the ability of the future generations to meet
their own needs
Answer: C

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NO.2 What does influence the cost of electricity?
1. The cost of fuel and capital
2. The cost of transmission and local distribution
3. Regulation
A.All of the above
B.only 1
C.only 1 and 2
Answer: A

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NO.3 Which puts IT in an excellent position to contribute to a sustainable world?
A.IT is not a big consumer of electricity.
B.IT does not create a lot of waste.
C.IT can help other industries to work more efficiently.
Answer: C

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NO.4 What is environmental responsibility about?
A.Protecting the health, balance and diversity of human and natural resources
B.The need to consider the well being of the environment
C.Both
Answer: C

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NO.5 Which IT alternative(s) can help cut down travel expenses?
A.Electronics documents
B.Telepresence
C.Virtualization
Answer: B

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Exam Code: EX0-117
Exam Name: EXIN (ITIL Foundation (syllabus 2011))
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Total Q&A: 238 Questions and Answers
Last Update: 2014-01-24

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NO.1 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.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 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.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 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.6 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.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 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.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: EX0-101
Exam Name: EXIN (ITIL Foundation V 3.0 & ITIL Foundation)
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Total Q&A: 80 Questions and Answers
Last Update: 2014-01-19

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NO.1 Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Answer: C

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NO.2 Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
Answer: D

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NO.3 Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
Answer: B

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NO.4 Which one of the following is the purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
Answer: D

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NO.5 Which one of the following is the BEST description of a relationship in service asset and configuration
management?
A. Describes the topography of the hardware
B. Describes how the configuration items (CIs) work together to deliver the services
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release
Answer: B

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NO.6 Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A

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NO.7 Which one of the following is the BEST description of a service request?
A. A request from a user for information, advice or for a standard change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a self-help web-based interface
D. Any request for change (RFC) that is low-risk and which can be approved by the change manager
without a change advisory board (CAB) meeting
Answer: A

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NO.8 Which process is involved in monitoring an IT service and detecting when the performance drops below
acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Answer: B

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NO.9 Which process includes business, service and component sub-processes?
A. Capacity management
B. Incident management
C. Service level management
D. Financial management
Answer: A

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NO.10 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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Exam Code: EX0-104
Exam Name: EXIN (TMap Next Foundation)
One year free update, No help, Full refund!
Total Q&A: 60 Questions and Answers
Last Update: 2014-01-19

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NO.1 What is not an advantage of applying a test design technique and recording it in the test
specifications?
A. that the tests are reproducible
B. that the test specifications are transferable
C. that coverage of 100% is achieved
D. that it provides a justified elaboration of the test strategy
Answer: C

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NO.2 In which Map phase activity does the pre-test take place?
A. Defining central starting points
B. Intake of the test object
C. Specifying the test object intake
D. Executing (re)tests
Answer: B

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NO.3 Which defect has an internal cause that can be solved within the test team?
A. a defect in the test basis
B. a defect in the test specification
C. a defect in the test object
Answer: B

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NO.4 See the definition below:
Tests in which the supplying party demonstrates that the product particularly meets the functional
and non-functional specifications and the technical design, among other things.
Of which test level is this the definition?
A. acceptance test
B. development test
C. system test
Answer: C

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NO.5 Under which circumstance can Exploratory Testing be used effectively?
A. when experienced testers with domain knowledge are available
B. when testing must be as brief as possible on the critical path of the project
C. when critical functionality, failure of which can cause severe damage, must be tested
Answer: A

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Exam Code: EX0-111
Exam Name: EXIN (Green IT Citizen)
One year free update, No help, Full refund!
Total Q&A: 40 Questions and Answers
Last Update: 2014-01-19

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NO.1 What does sustainable development mean.?
A.To create a balance between the demand for timber and the maintenance of the health and biodiversity
of the forests
B.To make use of renewable energy in order to reduce greenhouse gas effects
C.To meet the needs of the present without compromising the ability of the future generations to meet
their own needs
Answer: C

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NO.2 Which IT alternative(s) can help cut down travel expenses?
A.Electronics documents
B.Telepresence
C.Virtualization
Answer: B

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NO.3 What is environmental responsibility about?
A.Protecting the health, balance and diversity of human and natural resources
B.The need to consider the well being of the environment
C.Both
Answer: C

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NO.4 Which puts IT in an excellent position to contribute to a sustainable world?
A.IT is not a big consumer of electricity.
B.IT does not create a lot of waste.
C.IT can help other industries to work more efficiently.
Answer: C

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NO.5 What does influence the cost of electricity?
1. The cost of fuel and capital
2. The cost of transmission and local distribution
3. Regulation
A.All of the above
B.only 1
C.only 1 and 2
Answer: A

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Exam Code: SCNS-EN
Exam Name: EXIN (SCNS Tactical Perimeter Defense Exam)
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Total Q&A: 232 Questions and Answers
Last Update: 2014-01-19

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NO.1 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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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 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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Exam Code: EX0-105
Exam Name: EXIN (Information Security Foundation based on ISO/IEC 27002 )
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Total Q&A: 80 Questions and Answers
Last Update: 2013-11-25

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NO.1 You work in the IT department of a medium-sized company. Confidential information has got into the
wrong hands several times. This has hurt the image of the company. You have been asked to propose
organizational security measures for laptops at your company. What is the first step that you should take?
A.Formulate a policy regarding mobile media (PDAs, laptops, smartphones, USB sticks)
B.Appoint security personnel
C.Encrypt the hard drives of laptops and USB sticks
D.Set up an access control policy
Answer:A

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NO.2 Why do organizations have an information security policy?
A.In order to demonstrate the operation of the Plan-Do-Check-Act cycle within an organization.
B.In order to ensure that staff do not break any laws.
C.In order to give direction to how information security is set up within an organization.
D.In order to ensure that everyone knows who is responsible for carrying out the backup procedures.
Answer:C

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NO.3 You are the owner of the courier company SpeeDelivery. You employ a few people who, while waiting to
make a delivery, can carry out other tasks. You notice, however, that they use this time to send and read
their private mail and surf the Internet. In legal terms, in which way can the use of the Internet and e-mail
facilities be best regulated?
A.Installing an application that makes certain websites no longer accessible and that filters attachments in
e-mails
B.Drafting a code of conduct for the use of the Internet and e-mail in which the rights and obligations of
both the employer and staff are set down
C.Implementing privacy regulations
D.Installing a virus scanner
Answer:B

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NO.4 The company Midwest Insurance has taken many measures to protect its information. It uses an
Information Security Management System, the input and output of data in applications is validated,
confidential documents are sent in encrypted form and staff use tokens to access information systems.
Which of these is not a technical measure?
A.Information Security Management System
B.The use of tokens to gain access to information systems
C.Validation of input and output data in applications
D.Encryption of information
Answer:A

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NO.5 Why is air-conditioning placed in the server room?
A.In the server room the air has to be cooled and the heat produced by the equipment has to be extracted.
The air in the room is also dehumidified and filtered.
B.When a company wishes to cool its offices, the server room is the best place. This way, no office space
needs to be sacrificed for such a large piece of equipment.
C.It is not pleasant for the maintenance staff to have to work in a server room that is too warm.
D.Backup tapes are made from thin plastic which cannot withstand high temperatures. Therefore, if it gets
too hot in a server room, they may get damaged.
Answer:A

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NO.6 Your organization has an office with space for 25 workstations. These workstations are all fully
equipped and in use. Due to a reorganization 10 extra workstations are added, 5 of which are used for a
call centre 24 hours per day. Five workstations must always be available. What physical security
measures must be taken in order to ensure this?
A.Obtain an extra office and set up 10 workstations. You would therefore have spare equipment that can
be used to replace any non-functioning equipment.
B.Obtain an extra office and set up 10 workstations. Ensure that there are security personnel both in the
evenings and at night, so that staff can work there safely and securely.
C.Obtain an extra office and connect all 10 new workstations to an emergency power supply and UPS
(Uninterruptible Power Supply). Adjust the access control system to the working hours of the new staff.
Inform the building security personnel that work will also be carried out in the evenings and at night.
D.Obtain an extra office and provide a UPS (Uninterruptible Power Supply) for the five most important
workstations.
Answer:C

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NO.7 You work for a large organization. You notice that you have access to confidential information that you
should not be able to access in your position. You report this security incident to the helpdesk. The
incident cycle isinitiated. What are the stages of the security incident cycle?
A.Threat, Damage, Incident, Recovery
B.Threat, Damage, Recovery, Incident
C.Threat, Incident, Damage, Recovery
D.Threat, Recovery, Incident, Damage
Answer:C

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NO.8 What is an example of a physical security measure?
A.A code of conduct that requires staff to adhere to the clear desk policy, ensuring that confidential
information is not left visibly on the desk at the end of the work day
B.An access control policy with passes that have to be worn visibly
C.The encryption of confidential information
D.Special fire extinguishers with inert gas, such as Argon
Answer:D

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NO.9 Who is authorized to change the classification of a document?
A.The author of the document
B.The administrator of the document
C.The owner of the document
D.The manager of the owner of the document
Answer:C

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NO.10 What physical security measure is necessary to control access to company information?
A.Air-conditioning
B.Username and password
C.The use of break-resistant glass and doors with the right locks, frames and hinges
D.Prohibiting the use of USB sticks
Answer:C

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Exam Code: ITIL
Exam Name: EXIN (ITIL V3 Foundation)
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Total Q&A: 369 Questions and Answers
Last Update: 2013-11-25

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NO.1 Which of the following models would be MOST useful in helping to define an organizational structure?
A. RACI model
B. Service Model
C. Continual Service improvement (CSI) model.
D. The Deming Cycle
Answer: A

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NO.2 Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C

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NO.3 A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A

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NO.4 The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C

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NO.5 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize
the cost of training them
B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
Answer: C

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NO.6 Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A

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NO.7 Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
D. The SKMS can include user skill levels
Answer: A

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NO.8 Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B

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NO.9 How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D

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NO.10 Which of the following are the MAIN objectives of incident management?
To automatically detect service affecting events
To restore normal service operation as quickly as possible
To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Answer: B

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NO.11 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C

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NO.12 Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B

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NO.13 Which of the following are managed by facilities management? Hardware within a data centre or
computer room Applications Power and cooling equipment Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C

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NO.14 Which of the following is the correct set of steps for the continual service improvement
model/approach.?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually
improve
B. Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we
keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;
Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
there?; How do we keep the momentum going?
Answer: D

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NO.15 The group that authorizes changes that must be installed faster than the normal process is called the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A

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NO.16 Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B

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NO.17 Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize
the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low
and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to
keep them in the role where they have been trained
Answer: B

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NO.18 Which of the following questions does Service Strategy help answer with its guidance?
How do we prioritize investments across a portfolio?
What services to offer and to whom?
What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above
Answer: D

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NO.19 Effective release and deployment management enables the service provider to add value to the
business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C

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NO.20 In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B

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Exam Code: MOFF
Exam Name: EXIN (MOFF Microsoft Operations Framework 4.0 Foundation)
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Total Q&A: 73 Questions and Answers
Last Update: 2013-11-25

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NO.1 What is compliance?
A. An application of risk management that ensures IT's conformance with company-specific policies,
governmental regulations and laws
B. A design that involves understanding the business requirements and defining the features that users
need to do their job
C. A plan that aligns an organization objectives into a cohesive approach to deliverservices that support
business strategyA plan that aligns an organization? objectives into a cohesive approach to deliver
services that support business strategy
D. A state that occurs when the technical and business goals of the IT organization match the goals of the
overall business
Answer: A

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NO.2 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.3 The Change and Configuration Management SMF has a set of processes assigned to it. Which process
is the first in order?
A. Approve the change
B. Baseline the configuration
C. Classify the Change
D. Initiate the Change
Answer: B

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NO.4 Which role type investigates and resolves an underlying problem?
A. Customer Service Representative
B. Incident Resolver
C. Problem Analyst
D. Problem Manager
Answer: C

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NO.5 Does the Team SMF ensure that someone is ultimately accountable for the work required in the Plan
Phase?
A. Yes
B. No
Answer: A

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NO.6 Does the concept ision?identify what a project team can accomplish within its constraints Does the
concept ision?identify what a project team can accomplish within its constraints.?
A. Yes
B. No
Answer: B

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NO.7 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.8 Which SMF has 'Filter the problem' as a process step?
A. Customer Service
B. Service Monitoring and Control
C. Operations
D. Problem Management
Answer: D

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NO.9 Which Management Review evaluates IT staff performance and operational efficiency?
A. Operational Health review
B. Policy & Control review
C. Release Readiness review
D. Service Alignment review
Answer: A

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NO.10 What is a process within the Service Monitoring and Control SMF?
A. Continuous monitoring
B. Purge event logs
C. Service monitoring requirements
D. Static monitoring definition
Answer: A

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