EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 71:

  Who is responsible for defining metrics for change management?

  A. The change management process owner

  B. The change advisory board (CAB)

  C. The service owner

  D. The continual service improvement manager

  Correct Answer: A

• Question 72:

  Which of the following are within the scope of service asset and configuration management?

  1.

  Identification of configuration items (CIs)

  2.

  Recording relationships between CIs

  3.

  Recording and control of virtual CIs

  4.

  Approving finance for the purchase of software to support service asset and configuration management

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 3 and 4 only

  Correct Answer: A

• Question 73:

  Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes which will meet business needs

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

  Correct Answer: D

• Question 74:

  Which one of the following is the BEST description of a major incident?

  A. An incident which is so complex that it requires root cause analysis before a workaround can be found

  B. An incident which requires a large number of people to resolve

  C. An incident logged by a senior manager

  D. An incident which has a high priority or a high impact on the business

  Correct Answer: D

• Question 75:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component

  B. The level of risk that affects a service or process

  C. How long a service or configuration item (CI) can perform its function without failing

  D. How quickly a service or component can be restored to normal working order

  Correct Answer: C

• Question 76:

  Which one of the following is NOT the responsibility of service catalogue management?

  A. Ensuring that information in the service catalogue is accurate

  B. Ensuring that service level agreements are maintained

  C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

  D. Ensuring that all operational services are recorded in the service catalogue

  Correct Answer: B

• Question 77:

  Which one of the following is an objective of release and deployment management?

  A. To standardize methods and procedures used for efficient and prompt handling of all changes

  B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

  C. To ensure that the overall business risk of change is optimized

  D. To define and agree release and deployment plans with customers and stakeholders

  Correct Answer: D

• Question 78:

  Which one of the following statements is CORRECT?

  A. The configuration management system is part of the known error database

  B. The service knowledge management system is part of the configuration management system

  C. The configuration management system is part of the service knowledge management system

  D. The configuration management system is part of the configuration management database

  Correct Answer: C

• Question 79:

  Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, problems

  C. People, process, products, partners

  D. People, products, perspective, partners

  Correct Answer: C

• Question 80:

  Which of the following should IT service continuity strategy be based on?

  1.

  Design of the service metrics

  2.

  Business continuity strategy

  3.

  Business impact analysis (BIA)

  4.

  Risk assessment

  A. 1, 2 and 4 only

  B. 1, 2 and 3 only

  C. 2, 3 and 4 only

  D. 1, 3 and 4 only

  Correct Answer: C