EXIN EX0-117 Online Practice Questions and Exam Preparation

EXIN EX0-117 Online Questions & Answers

• Question 131:

  Which of the following should be documented in an incident model?

  1.

  Details of the service level agreement (SLA) pertaining to the incident

  2.

  Chronological order of steps to resolve the incident

  A. 1 only
  B. 2 only
  C. Both of the above
  D. Neither of the above
  B. 2 only

• Question 132:

  What are underpinning contracts used to document?

  A. The provision of IT services or business services by a service provider
  B. The provision of goods and services by third party suppliers
  C. Service levels that have been agreed between the internal service provider and their customer
  D. Metrics and critical success factors (CSFs) for internal support teams
  B. The provision of goods and services by third party suppliers

• Question 133:

  Which statement BEST represents the guidance on incident logging?

  A. Incidents must only be logged if a resolution is not immediately available
  B. Only incidents reported to the service desk can be logged
  C. All incidents must be fully logged
  D. The service desk decide which incidents to log
  C. All incidents must be fully logged

• Question 134:

  Consider the following list:

  1.

  Change authority

  2.

  Change manager

  3.

  Change advisory board (CAB)

  Which one of the following is the BEST description of the items above?

  A. Job descriptions
  B. Functions
  C. Teams
  D. Roles, people or groups
  D. Roles, people or groups

• Question 135:

  Which of the following statements describes the objectives of service asset and configuration management?

  1.

  To identify, control, report and verify service assets and configuration items (CIs)

  2.

  To account for, manage and protect the integrity of service assets and configuration items

  3.

  To establish and maintain an accurate and complete configuration management system

  4.

  To document all security controls together with their operation and maintenance

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

• Question 136:

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

  A. A service option
  B. A service transition package (STP)
  C. A service design package (SDP)
  D. A service charter
  C. A service design package (SDP)

• Question 137:

  Hierarchic escalation is BEST described as?

  A. Notifying more senior levels of management about an incident
  B. Passing an incident to people with a greater level of technical skill
  C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
  D. Failing to meet the incident resolution times specified in a service level agreement
  A. Notifying more senior levels of management about an incident

• Question 138:

  Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  A. Service level management
  B. Problem management
  C. Change management
  D. Event management
  B. Problem management

• Question 139:

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

  A. Incident management
  B. Access management
  C. Change management
  D. Request fulfillment
  B. Access management

• Question 140:

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

  A. As many as necessary to complete the activity
  B. Only one - the process owner
  C. Two - the process owner and the process enactor
  D. Only one - the process architect
  B. Only one - the process owner