EXIN EX0-117 Online Practice Questions and Exam Preparation

EXIN EX0-117 Online Questions & Answers

• Question 1:

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

• Question 2:

  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
  A. The change management process owner

• Question 3:

  What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

  A. Return on investment (ROI), value on investment (VOI), quality
  B. Strategic, tactical and operational
  C. Critical success factors (CSFs), key performance indicators (KPIs), activities
  D. Technology, process and service
  D. Technology, process and service

• Question 4:

  Which of the following BEST describes service strategies value to the business?

  A. Allows higher volumes of successful change
  B. Reduction in unplanned costs through optimized handling of service outages
  C. Reduction in the duration and frequency of service outages
  D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
  D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

• Question 5:

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

• Question 6:

  Which of the following are sources of best practice?

  1.

  Academic research

  2.

  Internal experience

  3.

  Industry practices

  A. All of the above
  B. 1 and 3 only
  C. 1 and 2 only
  D. 2 and 3 only
  A. All of the above

• Question 7:

  Which types of communication would the functions within service operation use?

  1.

  Communication between data centre shifts

  2.

  Communication related to changes

  3.

  Performance reporting

  4.

  Routine operational communication

  A. 1 only
  B. 2 and 3 only
  C. 1, 2 and 4 only
  D. All of the above
  D. All of the above

• Question 8:

  What 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 that will meet business needs
  D. To deliver and manage IT services at agreed levels to business users and customers
  D. To deliver and manage IT services at agreed levels to business users and customers

• Question 9:

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

• Question 10:

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