EX0-102 Exam
Microsoft Operations Framework,MOFF
Exam Number/Code : EX0-102
Exam Name : Microsoft Operations Framework,MOFF
Questions and Answers : 74 Q&As
Update Time: 2011-02-25
Price: $ 68.00

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Microsoft Operations Framework, MOFF
• Course Code: EX0-102
• Course Title: Microsoft Operations Framework, MOFF
• Questions and Answers: 74 Q & As
• Date :2011-02-25
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1. Which of the following BEST describes a Service Request?
A. A request from a User for information, advice or for a Standard Change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a Self-Help web-based interface
D. Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting
Answer: A

2. Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B

3. What are Request Models used for?
A. Assessing changes to understand their potential impact
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Defining how common types of service requests should be processed
Answer: D

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1. Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Answer: C

2. Which of the following does the Availability Management process include?
1 Ensuring services are able to meet availability targets
2 Monitoring and reporting actual availability
3 Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
Answer: B

3. Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B

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1. Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Answer: C

2. Which of the following does the Availability Management process include?
1 Ensuring services are able to meet availability targets
2 Monitoring and reporting actual availability
3 Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
Answer: B

3. Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B

4. Which of the following BEST describes a Service Request?
A. A request from a User for information, advice or for a Standard Change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a Self-Help web-based interface
D. Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting
Answer: A

5. What are Request Models used for?
A. Assessing changes to understand their potential impact
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D. Defining how common types of service requests should be processed
Answer: D

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1. Which of the following is a responsibility of the Operations Role Cluster?
A. detecting intrusions and protecting against viruses
B. managing business-to-business trading interfaces
C. managing IT-procurement and purchasing functions
D. prioritizing service improvement requests and identifying gaps for future functionality
Answer: B

2. Which Role Cluster has a portfolio of business-aligned IT services as a quality goal?
A. Operations
B. Partner
C. Service
D. Support
Answer: C

3. Which Service Management Function (SMF) needs to ensure that efficient incident detection and recovery tools and processes are in place to handle any service outages that do occur?
A. Availability Management
B. Release Management
C. Service Desk
D. System Administration
Answer: A

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1. In what way does Capacity Management contribute to improving IT Service Management?
A. By identifying the major technology components, infrastructure, people and processes that underpin the end-to-end delivery of service
B. By preventing interruptions to IT services as well as recovering services after an interruption occurs
C. By planning and monitoring the job scheduling process according to the requirements in the Operational Level Agreements (OLAs)
D. By planning the implementation of business requirements for IT Services so they are in place when the business needs them
Answer: D

2. Which Service Management Function deals with the day-to-day activities and tasks related to maintaining and adjusting the IT security infrastructure?
A. Availability Management
B. Security Administration
C. Security Management
D. System Administration
Answer: B

3. Which of the following is a responsibility of the Operations Role Cluster?
A. detecting intrusions and protecting against viruses
B. managing business-to-business trading interfaces
C. managing IT-procurement and purchasing functions
D. prioritizing service improvement requests and identifying gaps for future functionality
Answer: B

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1. Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Answer: C

2. Which of the following does the Availability Management process include?
1 Ensuring services are able to meet availability targets
2 Monitoring and reporting actual availability
3 Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
Answer: B

3. Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B

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1. Which of the aspects listed below is included in ISO/IEC 20000?
A. customer communication
B. employee motivation
C. social responsibility
D. standard products
Answer: A

2. Which of the following tasks is assigned to each process manager?
A. channeling data to Problem Management
B. ensuring the process is running effectively and efficiently
C. following up on Incidents
D. setting up Service Level Agreements with the users
Answer: B

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1. In what way does Capacity Management contribute to improving IT Service Management?
A. By identifying the major technology components, infrastructure, people and processes that underpin the end-to-end delivery of service
B. By preventing interruptions to IT services as well as recovering services after an interruption occurs
C. By planning and monitoring the job scheduling process according to the requirements in the Operational Level Agreements (OLAs)
D. By planning the implementation of business requirements for IT Services so they are in place when the business needs them
Answer: D

2. Which of the following is a responsibility of the Operations Role Cluster?
A. detecting intrusions and protecting against viruses
B. managing business-to-business trading interfaces
C. managing IT-procurement and purchasing functions
D. prioritizing service improvement requests and identifying gaps for future functionality
Answer: B