Online Access Free EX0-117 Exam Questions

What guidance does ITIL give on the frequency of production of service reporting?

• A.Service reporting intervals must be the same for all services
• B.Reporting intervals should be set by the service provider
• C.Reports should be produced weekly
• D.Service reporting intervals must be defined and agreed with the customers

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

• A.Identification of risk, analysis and management of the exposure to risk
• B.Training of all staff and investment of capital
• C.Control of exposure to risk and investment of capital
• D.Training in risk management for all staff and identification of risks

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in

• A.1, 2 and 4 only
• B.1, 2 and 3 only
• C.All of the above
• D.1 and 2 only

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

• A.Capacity management
• B.Service level management
• C.IT operations management
• D.Incident management

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

• A.To provide good-quality knowledge and information about services
• B.To ensure that a service managed and operated accordance with constraints specified during design
• C.To design and develop capabilities for service management
• D.To plan the resources required to manage a release