EXIN EX0-117 Online Practice Questions and Exam Preparation

EXIN EX0-117 Online Questions & Answers

• Question 21:

  Which one of the following activities is NOT part of the Deming Cycle?

  A. Act
  B. Plan
  C. Do
  D. Co-ordinate
  D. Co-ordinate

• Question 22:

  Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

  A. Categorization
  B. Detection
  C. Prioritization
  D. Escalation
  A. Categorization

• Question 23:

  What is a RACI model used for?

  A. Performance analysis
  B. Recording configuration items
  C. Monitoring services
  D. Defining roles and responsibilities
  D. Defining roles and responsibilities

• Question 24:

  A Service design package (SDP) would normally be produced for which of the following?

  1.

  A new IT service

  2.

  A major change to an IT service

  3.

  An emergency change to an IT service

  4.

  An IT service retirement

  A. 2, 3 and 4 only
  B. 1, 2 and 4 only
  C. None of the above
  D. All of the above
  B. 1, 2 and 4 only

• Question 25:

  Where should the following information be stored?

  1.

  The experience of staff

  2.

  Records of user behaviour

  3.

  Supplier's abilities and requirements

  4.

  User skill levels

  A. The forward schedule of change
  B. The service portfolio
  C. A configuration management database (CMDB)
  D. The service knowledge management system (SKMS)
  D. The service knowledge management system (SKMS)

• Question 26:

  Which of the following is the BEST description of a centralized service desk?

  A. The desk is co-located within or physically close to the user community it serves
  B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
  C. The desk provides 24 hour global support
  D. There is a single desk in one location serving the whole organization
  D. There is a single desk in one location serving the whole organization

• Question 27:

  Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  A. Service Strategy
  B. Continual Service Improvement
  C. Service Operation
  D. Service Design
  B. Continual Service Improvement

• Question 28:

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

  A. Ensuring that information in the service catalogue is accurate
  B. Ensuring that service level agreements are maintained
  C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
  D. Ensuring that all operational services are recorded in the service catalogue
  B. Ensuring that service level agreements are maintained

• Question 29:

  Which process is responsible for the availability, confidentiality and integrity of data?

  A. Service catalogue management
  B. Service asset and configuration management
  C. Change management
  D. Information security management
  D. Information security management

• Question 30:

  A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

  A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
  B. No: the Known Error should be created before the problem is logged
  C. No: a known error record is created when the original incident is raised
  D. No: a known error record should be created with the next release of the service
  A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so