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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: 2014-02-09

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NO.1 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.2 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.3 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.4 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.5 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.6 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.7 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.8 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.9 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.10 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.11 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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NO.12 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.13 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.14 Which SMF provides root cause analysis?
A. Incident Management
B. Problem Management
C. Stabilizing
D. Testing
Answer: B

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NO.15 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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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: 2014-02-09

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NO.1 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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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 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.4 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.5 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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Exam Code: EX0-113
Exam Name: EXIN (TMap Next Foundation)
One year free update, No help, Full refund!
Total Q&A: 89 Questions and Answers
Last Update: 2014-02-09

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NO.1 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.2 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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NO.3 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.4 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.5 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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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: 2014-02-09

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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 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.3 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.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: ISFS
Exam Name: EXIN (Information Security Foundation based on ISO/IEC 27002)
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Total Q&A: 80 Questions and Answers
Last Update: 2013-12-31

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NO.1 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.2 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.3 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.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 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.9 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.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: 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: 2013-12-31

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NO.1 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.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 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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Exam Code: MOFF-EN
Exam Name: EXIN (Microsoft Operations Framework Foundation)
One year free update, No help, Full refund!
Total Q&A: 73 Questions and Answers
Last Update: 2013-12-31

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NO.1 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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NO.2 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.3 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.4 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.5 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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Exam Code: EX0-113
Exam Name: EXIN (TMap Next Foundation)
One year free update, No help, Full refund!
Total Q&A: 60 Questions and Answers
Last Update: 2013-12-29

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NO.1 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.2 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.3 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.4 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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NO.5 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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Exam Code: ITSM20F
Exam Name: EXIN (IT Service Management Foundation based on ISO/IEC 20000 (ITSM20F.EN))
One year free update, No help, Full refund!
Total Q&A: 78 Questions and Answers
Last Update: 2013-12-29

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NO.1 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Answer: D

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NO.2 What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Answer: A

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NO.3 Through which process does the implementation of new or changed services, including closure of a
service, need to be planned and approved.?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
Answer: B

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NO.4 Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Answer: A

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NO.5 One of the activities of Problem Management is the analysis of historical Incident and Problem data held
in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C

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NO.6 In recent months at a transport company with 1500 desktops, dozens of requests have been received
for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Answer: A

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NO.7 Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
Answer: C

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NO.8 What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
Answer: B

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NO.9 Deming proposed a system of continuous improvement.
Which four activities does this system involve?
A. Plan. Do. Check and Act
B. Plan. Do. Evaluate and Act
C. Plan. Perform. Audit and Improve
D. Plan. Perform. Evaluate and Act
Answer: A

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NO.10 What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. A configuration audit report
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. The change requests allocated to a release
Answer: C

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Exam Code: SCNP-EN
Exam Name: EXIN (SCNP Strategic Infrastructure Security exam)
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Total Q&A: 233 Questions and Answers
Last Update: 2013-12-29

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NO.1 You are aware of the significance and security risk that Social Engineering plays on your
company. Of the following Scenarios, select those that, just as described, represent potentially
dangerous Social Engineering:
A. A writer from a local college newspapers calls and speaks to a network administrator. On the
call the writer requests an interview about the current trends in technology and offers to invite
the administrator to speak at a seminar.
B. An anonymous caller calls and wishes to speak with the receptionist. On the call the caller
asks the receptionist the normal business hours that the organization is open to the public.
C. An anonymous caller calls and wishes to speak with the purchaser of IT hardware and
software. On the call the caller lists several new products that the purchaser may be interested in
evaluating. The caller asks for a time to come and visit to demonstrate the new products.
D. An email, sent by the Vice President of Sales and Marketing, is received by the Help Desk
asking to reset the password of the VP of Sales and Marketing.
E. An email is received by the Chief Security Officer (CSO) about a possible upgrade coming
from the ISP to a different brand of router. The CSO is asked for the current network's
configuration data and the emailer discusses the method, plan, and expected dates for the rollover
to the new equipment.
Answer: D, E

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NO.2 During a one week investigation into the security of your network you work on identifying the
information that is leaked to the Internet, either directly or indirectly. One thing you decide to
evaluate is the information stored in the Whois lookup of your organizational website. Of the
following, what pieces of information can be identified via this method?
A. Registrar
B. Mailing Address
C. Contact Name
D. Record Update
E. Network Addresses (Private)
Answer: A, B, C, D

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NO.3 In the process of public key cryptography, which of the following is true?
A. Only the public key is used to encrypt and decrypt
B. Only the private key can encrypt and only the public key can decrypt
C. Only the public key can encrypt and only the private key can decrypt
D. The private key is used to encrypt and decrypt
E. If the public key encrypts, then only the private key can decrypt
Answer: E

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NO.4 During the review of the security logs you notice some unusual traffic. It seems that a user has
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page on the site. You are concerned this may be leading up to some sort of attack. What is this
user most likely getting ready to do?
A. Mirror the entire web site.
B. Download entire DNS entries.
C. Scan all ports on a web server.
D. Perform a Distributed Denial of Service attack through the Web server.
E. Allow users to log on to the Internet without an ISP .
Answer: A

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NO.5 As per the guidelines in the ISO Security Policy standard, what is the purpose of the section on
Physical and Environmental Security?
A. The objectives of this section are to avoid breaches of any criminal or civil law, statutory,
regulatory or contractual obligations and of any security requirements, and to ensure compliance
of systems with organizational security policies and standards.
B. The objectives of this section are to prevent unauthorized access, damage and interference to
business premises and information; to prevent loss, damage or compromise of assets and
interruption to business activities; to prevent compromise or theft of information and information
processing facilities.
C. The objectives of this section are to provide management direction and support for
information security.
D. The objectives of this section are to maintain appropriate protection of corporate assets and to
ensure that information assets receive an appropriate level of protection.
E. The objectives of this section are to control access to information, to prevent unauthorized
access to information systems, to ensure the protection of networked services, and to prevent
unauthorized computer access.
Answer: B

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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: 2013-12-19

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NO.1 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.2 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.3 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.4 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.5 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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Exam Code: EX0-111
Exam Name: EXIN (Green IT Citizen)
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Total Q&A: 40 Questions and Answers
Last Update: 2013-12-19

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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 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 IT alternative(s) can help cut down travel expenses?
A.Electronics documents
B.Telepresence
C.Virtualization
Answer: B

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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 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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Exam Code: EX0-115
Exam Name: EXIN (IT Service Management Foundation based on ISO/IEC 20000)
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Total Q&A: 78 Questions and Answers
Last Update: 2013-12-19

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NO.1 Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Answer: A

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NO.2 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Answer: D

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NO.3 What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
Answer: B

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NO.4 In recent months at a transport company with 1500 desktops, dozens of requests have been received
for expansion of the internal memory because its size has proven to be insufficient.
Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Answer: A

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NO.5 What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. A configuration audit report
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. The change requests allocated to a release
Answer: C

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NO.6 Through which process does the implementation of new or changed services, including closure of a
service, need to be planned and approved.?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
Answer: B

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NO.7 Deming proposed a system of continuous improvement.
Which four activities does this system involve?
A. Plan. Do. Check and Act
B. Plan. Do. Evaluate and Act
C. Plan. Perform. Audit and Improve
D. Plan. Perform. Evaluate and Act
Answer: A

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NO.8 Which process includes the responsibility of recovering the service as quickly as possible?
A. Availability Management
B. IT Service Continuity Management
C. Incident management
D. Problem Management
Answer: C

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NO.9 Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
Answer: C

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NO.10 One of the activities of Problem Management is the analysis of historical Incident and Problem data held
in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C

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NO.11 What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Answer: A

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