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

Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity

B. Rights, access, identity, directory services, service/service components

C. Physical, personnel, network, emergency, service

D. Normal, temporary, emergency, personal, group

How many people should be accountable for a process as defined in the RACI model?

A. As many as necessary to complete the activity

B. Only one - the process owner

C. Two - the process owner and the process enactor

D. Only one - the process architect

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change

B. A change model

C. A change request

D. A change advisory board

Which of the following CANNOT be provided by a tool?

A. Knowledge

B. Information

C. Wisdom

D. Data

Which of the following are managed by facilities management?

1.

Hardware within a data centre or computer room

2.

Applications

3.

Power and cooling equipment

4.

Recovery sites

A. 1, 2 and 3 only

B. All of the above

C. 1, 3 and 4 only

D. 1 and 3 only

Which of the following should be done when closing an incident?

1.

Check the incident categorization and correct it if necessary

2.

Check that the user is satisfied with the outcome

A. 1 only

B. Both of the above

C. 2 only

D. Neither of the above

Which statement BEST represents the guidance on incident logging?

A. Incidents must only be logged if a resolution is not immediately available

B. Only incidents reported to the service desk can be logged

C. All incidents must be fully logged

D. The service desk decide which incidents to log

Which of the following would NOT be contained in a release policy?

A. Naming and numbering conventions

B. Entry and exit criteria of the release into testing

C. Roles and responsibilities for the release

D. The risk register for the release

Which Functions are included in IT operations management?

A. Network management and application management

B. Technical management and change management

C. IT operations control and facilities management

D. Facilities management and release management