EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 51:

  What is a service delivered between two business units in the same organization known as?

  A. Strategic service

  B. Delivered service

  C. Internal service

  D. External service

  Correct Answer: C

• Question 52:

  What is the act of transforming resources and capabilities into valuable service better known as?

  A. Service management

  B. Incident management

  C. Resource management

  D. Service support

  Correct Answer: A

• Question 53:

  From the perspective of the service provider, who is the person or group that agrees their service targets?

  A. The user

  B. The customer

  C. The supplier

  D. The administrator

  Correct Answer: B

• Question 54:

  Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

  A. Service operation

  B. Service transition

  C. Continual service improvement

  D. Service strategy

  Correct Answer: C

• Question 55:

  Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

  A. Where are we now?

  B. Where do we want to be?

  C. How do we get there?

  D. Did we get there?

  Correct Answer: B

• Question 56:

  Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

  A. Service level management

  B. Financial management

  C. Demand management

  D. Risk management

  Correct Answer: B

• Question 57:

  Which of the following is the BEST description of a service-based service level agreement (SLA)?

  A. The SLA covers one service, for all the customers of that service

  B. The SLA covers an individual customer group for all services they use

  C. An SLA that covers all customers for all services

  D. An SLA for a service with no customers

  Correct Answer: A

• Question 58:

  Which of the following availability management activities is/are considered to be proactive as opposed to reactive?

  1.

  Monitoring system availability

  2.

  Designing availability into a proposed solution

  A. None of the above

  B. Both of the above

  C. 1 only

  D. 2 only

  Correct Answer: D

• Question 59:

  Which one of the following would NOT involve event management?

  A. Intrusion detection

  B. Recording and monitoring environmental conditions in the data centre

  C. Recording service desk staff absence

  D. Monitoring the status of configuration items

  Correct Answer: C

• Question 60:

  The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

  A. Customer level

  B. Service level

  C. Corporate level

  D. Configuration level

  Correct Answer: D