Online Access Free EX0-117 Exam Questions

Which of the following identify the purpose of business relationship management?
1.To establish and maintain a business relationship between service provider and customer
2.To identify customer needs and ensure that the service provider is able to meet

• A.Both of the above
• B.Neither of the above
• C.1 only
• D.2 only

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

• A.Event management, incident management, change management, and access management
• B.Incident management, service desk, request fulfillment, access management, and event management
• C.Event management, incident management, problem management, request fulfillment, and access management
• D.Incident management, problem management, service desk, request fulfillment, and event management

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

• A.People, process, products, partners
• B.People, process, partners, performance
• C.People, products, plans, partners
• D.Performance, process, products, plans

Which of the following is the BEST reason for categorizing incidents?

• A.To establish trends for use in problem management and other IT service management (ITSM) activities
• B.To identify whether the user is entitled to log an incident for this particular service
• C.To enable the incident management database to be partitioned for greater efficiency
• D.To ensure service levels are met and breaches of agreements are avoided

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.All of the above
• C.1, 2 and 4 only
• D.None of the above