EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 91:

  Which areas of service management can benefit from automation?

  1.

  Design and modeling

  2.

  Reporting

  3.

  Pattern recognition and analysis

  4.

  Detection and monitoring

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. All of the above

  Correct Answer: D

• Question 92:

  Which one of the following do major incidents require?

  A. Separate procedures

  B. Less urgency

  C. Longer timescales

  D. Less documentation

  Correct Answer: A

• Question 93:

  What is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes that will meet business needs

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 94:

  In terms of adding value to the business, which one of the following describes service operation s contribution?

  A. The cost of the service is designed, predicted and validated

  B. Measures for optimization are identified

  C. Service value is modeled

  D. Service value is visible to customers

  Correct Answer: D

• Question 95:

  Which of the following BEST describes technical management?

  A. A function responsibilities for facilities management and building control systems

  B. A function that provides hardware repair services for technology involved in the delivery of service to customers

  C. Senior managers responsibilities for all staff within the technical support function

  D. A function that includes providing technical expertise and overall management of the IT infrastructure

  Correct Answer: D

• Question 96:

  Which of the following is not a service desk type recognized in the service operation volume of ITIL?

  A. Local

  B. Centralized

  C. Outsourced

  D. Virtual

  Correct Answer: C

• Question 97:

  What is the primary focus of the business management?

  A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

  B. Review of all capacity supplier agreements and underpinning contracts with supplier management

  C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

  D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

  Correct Answer: D

• Question 98:

  Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

  A. Change management

  B. IT service continuity management

  C. Financial management for IT services

  D. Service catalog management

  Correct Answer: B

• Question 99:

  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

  Correct Answer: A

• Question 100:

  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

  Correct Answer: B