EXIN EXIN Certifications EX0-117 Questions & Answers

• Question 81:

  What is the BEST description of an operational level agreement (OLA)?

  A. An agreement between the service provider and another part of the same organization

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

  C. A document that describes to a customer how services will be operated on a day-to-day basis

  D. A document that describes business services to operational staff

  Correct Answer: A

• Question 82:

  Which one of the following generates demand for services?

  A. Infrastructure trends

  B. Patterns of business activity (PBA)

  C. Cost of providing support

  D. Service level agreements (SLA)

  Correct Answer: B

• Question 83:

  Which one of the following is an objective of service transition?

  A. To negotiate service levels for new services

  B. To ensure that service changes create the expected business value

  C. To minimize the impact of service outages on day-to-day business activities

  D. To plan and manage entries in the service catalogue

  Correct Answer: B

• Question 84:

  Which one of the following is the BEST definition of an event?

  A. Any change of state that has significance for the management of a configuration item (CI) or IT service

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 85:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 86:

  Which one of the following statements BEST describes a definitive media library (DML)?

  A. A secure location where definitive hardware spares are held

  B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

  C. A database that contains definitions of all media CIs

  D. A secure library where definitive authorized versions of all software and back-ups are stored and protected

  Correct Answer: B

• Question 87:

  Which one of the following is it the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 88:

  Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

  A. To ensure that a service can be managed and operated in accordance with constraints specified during design

  B. To design and develop capabilities for service management

  C. To provide good-quality knowledge and information about services

  D. To plan the resources required to manage a release

  Correct Answer: B

• Question 89:

  Which of the following are managed by facilities management?

  1.

  Hardware within a data centre or computer room

  2.

  Applications

  3.

  Power and cooling equipment

  4.

  Recovery sites

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 3 and 4 only

  D. 1 and 3 only

  Correct Answer: C

• Question 90:

  Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

  A. Service design

  B. Service transition

  C. Continual service improvement

  D. Service operation

  Correct Answer: A