EX0-117 Exam Questions

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

Match the following activities with the Deming Cycle stages (1) Monitor, Measure and Review (2) Continual Improvement (3) Implement Initiatives (4) Plan for Improvement

Which of the following is NOT a responsibility of service transition?

Which of the following does the Availability Management process include? (1) Ensuring services are able to meet availability targets (2) Monitoring and reporting actual availabilit...

In which of the following situations should a Problem Record be created?

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding busi...

Which of the following defines the level of protection in Information Security Management?

Which of these would fall outside the scope of a typical service change management process?

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2)...

What is the objective of Access Management?

Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring too...

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

A consultant has made two recommendations to you in a report: (1) To include legal terminology in your Service Level Agreements (SLAs) (2) It is not necessary to be able to measure...

Availability Management is responsible for availability of the:

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to busine...

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?

Identity and Rights are two major concepts involved in which one of the following processes?

Which of the following is the BEST definition of a Risk?

What are the publications that provide guidance specific to industry sectors and organization types known as?

Which of the following are goals of Service Operation? (1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the...

Which of the following activities are helped by recording relationships between Configuration Items (CIs)? (1) Assessing the impact and cause of Incidents and Problems (2) Assessin...

What does a service always deliver to customers?

Which of the following is the BEST definition of the term service management?

Which role is accountable for a specific service within an organization?

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Respon...

Which of the following is NOT an objective of the Operations Management function?

IT Service Continuity strategy should be based on: (1) Design of the service technology (2) Business continuity strategy (3) Business Impact Analysis (4) Risk assessment

Which of the following activities are responsibilities of a Supplier Manager? (1) Negotiating and agreeing Contracts (2) Updating the Supplier and Contract database (3) Planning fo...

When should tests for a new service be designed?

Defining the processes needed to operate a new service is part of:

What is most likely to cause a loss of faith in the Service Level Management process?

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? (1) An internal service provider embedded...

What type of improvement should be achieved by using the Deming Cycle?

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

What is the Service Pipeline?

Which of the following statements is CORRECT?

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

What are Request Models used for?

A single Release unit, or a structured set of Release units can be defined within:

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Which of the following should NOT be a concern of Risk Management?

Which of the following is the CORRECT definition of a Release Unit?

Which process lists "Understanding patterns of business activity" as a major role?

Which of the following statements is CORRECT?

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

What are the two major processes in Problem Management?

Which of the following BEST describes a Change Authority?

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of whic...

Which is NOT a purpose of a Product Description?