Online Access Free EX0-117 Exam Questions

Which of the following is the best definition of service management?

• A.An internationally recognized methodology to provide valuable services to customers
• B.A complete set of all the documentation required to deliver world class services to customers
• C.A set of specialized organizational capabilities for providing value to customers in the form of services
• D.The ability to keep services highly available to meet the business needs

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1.Details of failed changes
2.Updates to the change schedule
3.Reviews of completed changes

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

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

• A.Service operation
• B.Continual service improvement
• C.Service transition
• D.Service design

Which one of the following is the purpose of service level management?

• A.To ensure that an agreed level of IT service is provided for all current IT services
• B.To create and populate a service catalogue
• C.To ensure that sufficient capacity is provided to deliver the agreed performance of services
• D.To carry out the service operations activities needed to support current IT services

Which process would you MOST expect to be involved in the management of underpinning contracts?

• A.Service catalogue management
• B.Supplier management
• C.Change management
• D.Release and deployment management