EX0-117 Online Practice Questions and Answers

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

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

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Technical management

B. Emergency change advisory board

C. Urgent change board

D. Urgent change authority

Which process would be used to compare the value that newer services have offered over those they have replaced?

A. Availability management

B. Capacity management

C. Service portfolio management

D. Service catalogue management

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

A. A set of specialized organizational capabilities for providing value to customers in the form of services

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A. Business services

B. Component services

C. Supporting services

D. Customer services

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. Describes the topography of the hardware

B. Describes how the configuration items (CIs) work together to deliver the services

C. Defines which software should be installed on a particular piece of hardware

D. Defines how version numbers should be used in a release

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

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

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