EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 111:

  A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

  A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so

  B. No: the Known Error should be created before the problem is logged

  C. No: a known error record is created when the original incident is raised

  D. No: a known error record should be created with the next release of the service

  Correct Answer: A

• Question 112:

  Which of the following provide value to the business from service strategy?

  1.

  Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

  2.

  Enabling the service provider to respond quickly and effectively to changes in the business environment

  3.

  Support the creation of a portfolio of quantified services

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 113:

  What are customers of IT services who work in the same organization as the service provider known as?

  A. Strategic customers

  B. External customers

  C. Valued customers

  D. Internal customers

  Correct Answer: D

• Question 114:

  Access management is closely related to which other process?

  A. Capacity management only

  B. 3rd line support

  C. Information security management

  D. Change management

  Correct Answer: C

• Question 115:

  In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

  A. Service strategy

  B. Service design

  C. Service transition

  D. Service operation

  Correct Answer: B

• Question 116:

  Which of the following is the BEST reason for categorizing incidents?

  A. To establish trends for use in problem management and other IT service management (ITSM) activities

  B. To ensure service levels are met and breaches of agreements are avoided

  C. To enable the incident management database to be partitioned for greater efficiency

  D. To identify whether the user is entitled to log an incident for this particular service

  Correct Answer: A

• Question 117:

  What is the PRIMARY process for strategic communication with the service provider's customers?

  A. Service catalogue management

  B. Service portfolio management

  C. Service desk

  D. Business relationship management

  Correct Answer: D

• Question 118:

  Which one of the following is NOT an aim of the change management process?

  A. To ensure the impact of changes are understood

  B. To ensure that changes are recorded and evaluated

  C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

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

  Correct Answer: D

• Question 119:

  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

  Correct Answer: D

• Question 120:

  Which one of the following activities does application management perform?

  A. Defining where the vendor of an application should be located

  B. Ensuring that the required functionality is available to achieve the required business outcome

  C. Deciding who the vendor of the storage devices will be

  D. Agreeing the service levels for the service supported by the application

  Correct Answer: B