EX0-117 Online Practice Questions and Answers

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Which process includes business, service and component sub-processes?

A. Capacity management

B. Incident management

C. Service level management

D. Financial management

Which of the following is NOT one of the five individual aspects of service design?

A. The design of the service portfolio, including the service catalogue

B. The design of new or changed services

C. The design of market spaces

D. The design of the technology architectures

Which of the following statements about service asset and configuration management is/are CORRECT?

1.

A configuration item (CI) can exits as part of any numbers other CIs at the same time

2.

Choosing which CIs to record will depend on the level of control an organization wishes to exert.

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

A. Local

B. Centralized

C. Outsourced

D. Virtual

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A. Service level management

B. Change management

C. Incident management

D. Service asset and configuration management

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A. Service transition planning and support

B. Design coordination

C. Service level management

D. Change management

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

Which of these recommendations is best practice for service level management?

1.

Include legal terminology in service level agreements (SLAs)

2.

It is NOT necessary to be able to measure all the targets in an SLA

A. 1 only

B. 2only

C. Both of the above

D. Neither of the above