EX0-102 Online Practice Questions and Answers

Which Service Management Function (SMF) needs to ensure that efficient incident detection and recovery tools and processes are in place to handle any service outages that do occur?

A. Availability Management

B. Release Management

C. Service Desk

D. System Administration

Which of the following tasks belongs to the System Administration Service Management Function (SMF)?

A. administering centralized and distributed processing environments

B. managing operational staff objectives

C. planning, monitoring, and reporting activities relating to system capacity

D. validating that the operations staff has documented their day-to-day activities

Which of the following is a correct combination of a Service Management Function (SMF) and a key element?

A. Availability Management - Modeling

B. IT Service Continuity Management - Plans for Failover and Restoration

C. Security Administration - Events

D. Workforce Management - Resource Capacity Management

Why is the cooperation between MSF and MOF important?

A. Because MOF is based on MSF

B. Because MSF and MOF are based on ITIL

C. Because MSF is based on MOF

D. Because neither MOF nor MSF cover the entire IT life cycle

The Change and Configuration Management SMF has a set of processes assigned to it. Which process is the first in order?

A. Approve the change

B. Baseline the configuration

C. Classify the Change

D. Initiate the Change

Which role type investigates and resolves an underlying problem?

A. Customer Service Representative

B. Incident Resolver

C. Problem Analyst

D. Problem Manager

What is a goal of the Plan phase?

A. Delivered Services are adaptable to the changing needs of the business

B. Packaged product deployments are deployed in line with business requirements

C. To ensure that deployed services operated in line with the agreed-to SLA targets

D. To establish an integrated approach to IT Service Management activities

Which SMF is found in the Operate phase of the IT service lifecycle?

A. Envision

B. Service Monitoring and Control

C. Service Desk

D. Team

What do the goals of the Reliability SMF include?

A. Service maintainability is aligned to the business in a cost-effective manner.

B. Service Continuity is aligned to the business in a cost-effective manner.

What is not a focus of the Change and Configuration SMF in the Operate phase?

A. Base-lining IT environment and configuration

B. Carrying out processes and procedures

C. Dealing with Standard Changes

D. Ensuring Policy compliance