EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 61:

  Which processes are responsible for the regular review of underpinning contracts?

  A. Supplier management and service level management

  B. Supplier management and change management

  C. Availability management and service level management

  D. Supplier management and availability management

  Correct Answer: A

• Question 62:

  Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

  A. Service level management

  B. Change management

  C. Incident management

  D. Service asset and configuration management

  Correct Answer: D

• Question 63:

  Which one of the following activities is NOT part of the Deming Cycle?

  A. Act

  B. Plan

  C. Do

  D. Co-ordinate

  Correct Answer: D

• Question 64:

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

  A. The part of a contract that specifies the responsibilities of each party

  B. An agreement between the service provider and an internal organization

  C. An agreement between a service provider and an external supplier

  D. An agreement between the service provider and their customer

  Correct Answer: D

• Question 65:

  Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?

  1.

  Providing an understanding of what strategy is

  2.

  Ensuring a working relationship between the customer and service provider

  3.

  Defining how value is created

  A. 1 only

  B. 2 only

  C. 3 only

  D. All of the above

  Correct Answer: D

• Question 66:

  In which of the following areas would ITIL complementary guidance provide assistance?

  1.

  Adapting best practice for specific industry sectors

  2.

  Integrating ITIL with other operating models

  A. Both of the above

  B. Neither of the above

  C. Option 1 only

  D. Option 2 only

  Correct Answer: A

• Question 67:

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

  A. An agreement with an individual customer group, covering all the services that they use

  B. An agreement that covers one service for a single customer

  C. An agreement that covers service specific issues in a multi-level SLA structure

  D. An agreement that covers one service for all customers of that service

  Correct Answer: D

• Question 68:

  Which one of the following activities would be performed by access management?

  A. Providing physical security for staff at data centers and other buildings

  B. Managing access to computer rooms and other secure locations

  C. Managing access to the service desk

  D. Managing the rights to use a service or group of services

  Correct Answer: D

• Question 69:

  Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

  A. Event management, incident management, problem management, request fulfillment, and access management

  B. Event management, incident management, change management, and access management

  C. Incident management, problem management, service desk, request fulfillment, and event management

  D. Incident management, service desk, request fulfillment, access management, and event management

  Correct Answer: A

• Question 70:

  Which of the following activities are performed by a desk?

  1.

  Logging details of incidents and service requests

  2.

  Providing first-line investigation and diagnosis

  3.

  Restoring service

  4.

  Implementing all standard changes

  A. All of the above

  B. 1, 2 and 3 only

  C. 2 and 4 only

  D. 3 and 4 only

  Correct Answer: B