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11 Mar

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

Answer: B

Which of these statements about resources and capabilities is CORRECT?

A.    Resources are types of service asset and capabilities are not
B.    Resources and capabilities are both types of service asset
C.    Capabilities are types of service asset and resources are not
D.    Neither capabilities nor resources are types of service asset

Answer: B

Within service design, what is the key output handed over to service transition?

A.    Measurement, methods and metrics
B.    Service design package
C.    Service portfolio design
D.    Process definitions

Answer: B

What should a service always deliver to customers?

A.    Applications
B.    Infrastructure
C.    Value
D.    Resources

Answer: C

Which process is responsible for the availability, confidentiality and integrity of data?

A.    Service catalogue management
B.    Service asset and configuration management
C.    Change management
D.    Information security management

Answer: D

Availability management is directly responsible for the availability of which of the following?

A.    IT services and components
B.    IT services and business processes
C.    Components and business processes
D.    IT services, components and business processes

Answer: A

Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A.    Job descriptions
B.    Functions
C.    Teams
D.    Roles, people or groups

Answer: D

Hierarchic escalation is BEST described as?

A.    Notifying more senior levels of management about an incident
B.    Passing an incident to people with a greater level of technical skill
C.    Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D.    Failing to meet the incident resolution times specified in a service level agreement

Answer: A

Which one of the following functions would be responsible for the management of a data centre?

A.    Technical management
B.    Service desk
C.    Application management
D.    Facilities management

Answer: D

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A.    RACI model
B.    Incident model
C.    Continual service improvement (CSI) approach
D.    The Deming Cycle

Answer: A

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