Free EX0-117 Exam Dumps Preview

Which of the following statements about service asset and configuration management is/are CORRECT?

1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

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

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

Which of the following is the correct definition of an outcome?

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?

Which two elements of financial management for IT services are mandatory?

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

The design of IT services requires the effective and efficient use of "the four Ps".

What are these four Ps?

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

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages

Which of the following is the best definition of IT service management?

The BEST description of an incident is:

Which statement about the service portfolio is TRUE?

Which process is responsible for providing the rights to use an IT service?

Access management is closely related to which other process?

Which of the following is the BEST reason for categorizing incidents?

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P".

Which of the following is the additional "P"?

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

Which of the following are valid parts of the service portfolio?

1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

Which of the following options is a hierarchy that is used in knowledge management?

Which Functions are included in IT operations management?

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

How many people should be accountable for a process as defined in the RACI model?

Which one of the following includes four stages called Plan, Do, Check and Act?

Which areas of service management can benefit from automation?

1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Which role is responsible for carrying out the activities of a process?

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

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

With which process is problem management likely to share categorization and impact coding systems?

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

1. Enabling
2. Core
3. Enhancing
4. Computer

Which one of the following statements is CORRECT?