EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 101:

  Which of these should a change model include?

  1.

  The steps that should be taken to handle the change

  2.

  Responsibilities; who should do what, including escalation

  3.

  Timescales and thresholds for completion of the actions

  4.

  Complaints procedures

  A. 1, 2 and 3 only

  B. All of the above

  C. 1 and 3 only

  D. 2 and 4 only

  Correct Answer: A

• Question 102:

  Which one of the following is NOT an objective of problem management?

  A. Minimizing the impact of incidents that cannot be prevented

  B. Preventing problems and resulting incidents from happening

  C. Eliminating recurring incidents

  D. Restoring normal service operation as quickly as possible

  Correct Answer: D

• Question 103:

  Which of the following statements about service asset and configuration management is/are CORRECT?

  1.

  A configuration item (CI) can exits as part of any numbers other CIs at the same time

  2.

  Choosing which CIs to record will depend on the level of control an organization wishes to exert.

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 104:

  Which of the following are types of service defined in ITIL?

  1.

  Enabling

  2.

  Core

  3.

  Enhancing

  4.

  Computer

  A. 1, 3 and 4 only

  B. 2, 3 and 4 only

  C. 1, 2 and 4 only

  D. 1, 2 and 3 only

  Correct Answer: D

• Question 105:

  In which of the following should details of a workaround be documented?

  A. The service level agreement (SLA)

  B. The problem record

  C. The availability management information system

  D. The IT service plan

  Correct Answer: B

• Question 106:

  Which one of the following is NOT a characteristic of a process?

  A. It is measureable

  B. It delivers specific results

  C. It responds to specific events

  D. It structure an organization

  Correct Answer: D

• Question 107:

  Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

  A. To ensure that a service managed and operated accordance with constraints specified during design

  B. To design and develop capabilities for service management

  C. To provide good-quality knowledge and information about services

  D. To plan the resources required to manage a release

  Correct Answer: B

• Question 108:

  Which of the following would be examined by a major problem review?

  1.

  Things that were done correctly

  2.

  Things that were done incorrectly

  3.

  How to prevent recurrence

  4.

  What could be done better in the future

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 109:

  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

  Correct Answer: B

• Question 110:

  Which of the following are sources of best practice?

  1.

  Academic research

  2.

  Internal experience

  3.

  Industry practices

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A