EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 171:

  Which of the following is service transition planning and support NOT responsible for?

  A. Prioritizing conflicts for service transition resources

  B. Coordinating the efforts required to manage multiple simultaneous transitions

  C. Maintaining policies, standards and models for service transition activities and processes

  D. Detailed planning of the build and test of individual changes

  Correct Answer: D

• Question 172:

  What are underpinning contracts used to document?

  A. The provision of IT services or business services by a service provider

  B. The provision of goods and services by third party suppliers

  C. Service levels that have been agreed between the internal service provider and their customer

  D. Metrics and critical success factors (CSFs) for internal support teams

  Correct Answer: B

• Question 173:

  In which document would you expect to see an overview of actual service achievements against targets?

  A. Operational level agreement (OLA)

  B. Capacity plan

  C. Service level agreement (SLA)

  D. SLA monitoring chart (SLAM)

  Correct Answer: D

• Question 174:

  Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

  A. The IT director

  B. The process owner

  C. The service owner

  D. The customer

  Correct Answer: B

• Question 175:

  Which process is responsible for ensuring that appropriate testing takes place?

  A. Knowledge management

  B. Release and deployment management

  C. Service asset and configuration management

  D. Service level management

  Correct Answer: B

• Question 176:

  Which of the following identify the purpose of business relationship management?

  1.

  To establish and maintain a business relationship between service provider and customer

  2.

  To identify customer needs and ensure that the service provider is able to meet

  A. Both of the above

  B. 1 only

  C. 2 only

  D. Neither of the above

  Correct Answer: A

• Question 177:

  Which of the following is the correct definition of an outcome?

  A. The results specific to the clauses in a service level agreement (SLA)

  B. The result of carrying out an activity, following a process or delivering an IT service

  C. All the accumulated knowledge of the service provider

  D. All incidents reported to the service desk

  Correct Answer: B

• Question 178:

  Which one of the following is the BEST definition of the term service management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services

  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  C. The management of functions within an organization to perform certain activities

  D. Units of organizations with roles to perform certain activities

  Correct Answer: A

• Question 179:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 180:

  Service transition contains detailed descriptions of which processes?

  A. Change management, service asset and configuration management, release and deployment management

  B. Change management, capacity management event management, service request management

  C. Service level management, service portfolio management, service asset and configuration management

  D. Service asset and configuration management, release and deployment management, request fulfillment

  Correct Answer: A