EX0-117 무료 덤프문제 온라인 액세스

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 request
• B.A change model
• C.A change
• D.A change advisory board

Which one of the following generates demand for services?

• A.Patterns of business activity (PBA)
• B.Cost of providing support
• C.Service level agreements (SLA)
• D.Infrastructure trends

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.The ability to keep services highly available to meet the business needs
• D.A set of specialized organizational capabilities for providing value to customers in the form of services

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

• A.To design and build processes that will meet business needs
• B.To decide how IT will engage with suppliers during the service lifecycle
• C.To deliver and manage IT services at agreed levels to business users and customers
• D.To proactively prevent all outages to IT services

Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

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