EX0-102 Online Practice Questions and Answers

To what ITIL category do the Service Management Functions (SMFs) in the Changing Quadrant directly map?

A. Customer Relationship Management

B. Service Delivery

C. Service Level Management

D. Service Support

For which Service Management Function (SMF) can detailed guidance be found in ITIL ?

A. Directory Services Administration

B. Service Desk

C. System Management

D. Workforce Management

Which of the following common activities is owned by the Infrastructure Role Cluster?

A. Backup planning

B. Data center server physical placement and management

C. Facilities management

D. Release implementation

What does the Reliability SMF process flow include?

A. Assess, monitor and control risk

B. Define service requirements

C. Ensure good service

D. Maintain work instructions

Performing IT accounting is part of which SMF?

A. Business/IT Alignment SMF

B. Financial Management SMF

C. Policy Management SMF

D. Reliability Management SMF

What is bottom-up scheduling?

A. Team members representing each role generate time estimates and schedules for deliverables. Each team schedule is integrated into aTeam members representing each role generate time estimates and schedules for deliverables. Each team? schedule is integrated into amaster project schedule.

B. The program manager estimates the time required for each team member to complete his or her tasks, and then validates those estimates withthe team members.

C. The program manager builds a master project schedule based on industry standards for each task.

D. The solution manager estimates the time required for each team member to complete his or her tasks, and then validates those estimates withthe team members.

Which Team role type is the accountable role type for the Deliver Phase?

A. Program manager

B. Product manager

C. Test manager

D. Solution manager

What does MOF organize?

A. Activities and processes into SMF, which are grouped together in phases that mirror the IT service lifecycle.

B. Activities and processes into phases, which are grouped into SMFs that mirror the IT service lifecycle.

C. Activities and processes into SMFs, which are directed by Management Reviews that mirror the IT service lifecycle.

D. Activities and processes into phases, which are directed by Management Reviews that mirror the IT service lifecycle.

How many Management Reviews are defined in the Manage layer?

A. None

B. One

C. Two

D. Three

What does the focus of the Team SMF in the Plan Phase include?

A. Change evaluated across dimensions

B. General regulatory environment

C. Principles for effective strategic thinking

D. Principles for organizing operations work