EXIN EX0-117 Online Practice Questions and Exam Preparation

EXIN EX0-117 Online Questions & Answers

• Question 101:

  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
  D. An agreement between the service provider and their customer

• Question 102:

  Which of the following is an enabler of best practice?

  A. Standards
  B. Technology
  C. Academic research
  D. Internal experience
  B. Technology

• Question 103:

  Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

  A. Where are we now?
  B. Where do we want to be?
  C. How do we get there?
  D. Did we get there?
  B. Where do we want to be?

• Question 104:

  What type of record should you raise when a problem diagnosis is complete and a workaround is available?

  A. A service object
  B. An incident
  C. A change
  D. A known error
  D. A known error

• Question 105:

  Which of these statements about resources and capabilities is CORRECT?

  A. Resources are types of service asset and capabilities are not
  B. Resources and capabilities are both types of service asset
  C. Capabilities are types of service asset and resources are not
  D. Neither capabilities nor resources are types of service asset
  B. Resources and capabilities are both types of service asset

• Question 106:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

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

• Question 107:

  In terms of adding value to the business, which one of the following describes service operation s contribution?

  A. The cost of the service is designed, predicted and validated
  B. Measures for optimization are identified
  C. Service value is modeled
  D. Service value is visible to customers
  D. Service value is visible to customers

• Question 108:

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

  A. Wisdom - Information - Data - Knowledge
  B. Data - Information - Knowledge - Wisdom
  C. Knowledge - Wisdom - Information - Data
  D. Information - Data - Knowledge - Wisdom
  B. Data - Information - Knowledge - Wisdom

• Question 109:

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

  A. An internal service provider that is embedded within a business unit
  B. A complete set of all the documentation required to deliver world class services to customers
  C. Technical implementation of supporting IT infrastructure components
  D. The implementation and management of quality IT services that meet business needs
  D. The implementation and management of quality IT services that meet business needs

• Question 110:

  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?

  A. Change proposal
  B. Change policy
  C. Service request
  D. Risk register
  A. Change proposal