Online Access Free EX0-117 Practice Test

Which one of the following generates demand for services?

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

Which of the following is an objective of business relationship management?

• A.To secure funding to manage the provision of services
• B.To ensure high levels of customer satisfaction
• C.To ensure strategic plans for IT services exist
• D.To identify patterns of business activity

Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

What is a service delivered between two business units in the same organization known as?

• A.Strategic service
• B.External service
• C.Delivered service
• D.Internal service

With which process is problem management likely to share categorization and impact coding systems?

• A.IT service continuity management
• B.Capacity management
• C.Service asset and configuration management
• D.Incident management