EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 11:

  Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

  1.

  Details of failed changes

  2.

  Updates to the change schedule

  3.

  Reviews of completed changes

  A. All of the above

  B. 1 and 2only

  C. 2 and 3 only

  D. 1 and 3 only

  Correct Answer: A

• Question 12:

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

  1.

  Core

  2.

  Enabling

  3.

  Special

  A. 1 and 3only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 13:

  What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

  A. Serviceability

  B. Availability

  C. Capacity

  D. Continuity

  Correct Answer: B

• Question 14:

  Which of the following statements describes the objectives of service asset and configuration management?

  1.

  To identify, control, report and verify service assets and configuration items (CIs)

  2.

  To account for, manage and protect the integrity of service assets and configuration items

  3.

  To establish and maintain an accurate and complete configuration management system

  4.

  To document all security controls together with their operation and maintenance

  A. 1 and 2 only

  B. 1, 2, and 3 only

  C. 1, 3 and 4 only

  D. All of the above

  Correct Answer: A

• Question 15:

  Which stage of the change management process deals with what should be done if the change is unsuccessful?

  A. Remediation planning

  B. Categorization

  C. Prioritization

  D. Review and close

  Correct Answer: A

• Question 16:

  Which of the following is MOST concerned with the design of new or changed services?

  A. Change management

  B. Service transition

  C. Service strategy

  D. Service design

  Correct Answer: D

• Question 17:

  Which of these recommendations is best practice for service level management?

  1.

  Include legal terminology in service level agreements (SLAs)

  2.

  It is NOT necessary to be able to measure all the targets in an SLA

  A. 1 only

  B. 2only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 18:

  Which of the following statement about the service owner is INCORRECT?

  A. Carries out the day-to-day monitoring and operation of the service they own

  B. Contributes to continual improvement affecting the service they own

  C. Is a stakeholder in all of the IT processes which support the service they own

  D. Is accountable for a specific service within an organization

  Correct Answer: A

• Question 19:

  Which Functions are included in IT operations management?

  A. Network management and application management

  B. Technical management and change management

  C. IT operations control and facilities management

  D. Facilities management and release management

  Correct Answer: C

• Question 20:

  Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

  A. Availability management

  B. Capacity management

  C. Business relationship management

  D. Service catalogue management

  Correct Answer: C