Exam : EX0-102

Title : Microsoft Operations Framework

Foundation

Ver : 07.14.08
 EX0-102

QUESTION 1
What is the relationship between releases and changes?

A. Releases are incorporated into the IT environment by changes.

B. A change includes both changed hardware and software components and components
that were not changed. A release only includes changed hardware and software
components.
C. Releases and changes are incorporated into the IT environment independently of each
other.
D. Changes are incorporated into the IT environment by releases.

Answer: D

QUESTION 2
Which of the following describes the concept of Service Management Functions (SMFs)?

A. a model for organizing IT staff

B. a model for measuring the performance of the process
C. organizational units that support IT operations
D. processes, procedures and policies to deliver and support IT service solutions

Answer: D

QUESTION 3
Which of the following is a key element of both Capacity Management and Network
Administration?

A. Performance Management
B. Application Sizing
C. Network Security
D. Fault Management

Answer: A

QUESTION 4
Which of the following is a key component of the MOF Process Model?

A. Effective communication
B. Operations Management Review
C. Configuration Item
D. Operations Review

Answer: B

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QUESTION 5
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. System Administration
D. Service Desk

Answer: A

QUESTION 6
What is a goal of Security Administration?

A. accessibility
B. confidentiality
C. connectivity
D. interconnectivity

Answer: B

QUESTION 7
Which of the following common activities is owned by the Infrastructure Role Cluster?

A. Release implementation
B. Data center server physical placement and management
C. Facilities management
D. Backup planning

Answer: B

QUESTION 8
Which Service Management Function (SMF) or Operations Management Review (OMR)
needs to ensure that the key operational knowledge remains current and accessible to all
members of the operations staff?

A. Workforce Management
B. Release Management
C. Service Level Agreement (SLA)
D. Operations Review

Answer: D

QUESTION 9
For which Service Management Function (SMF) can detailed guidance be found in ITIL?

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A. Service Desk
B. Workforce Management
C. System Management
D. Directory Services Administration

Answer: A

QUESTION 10
Which of the following tasks belongs to the System Administration Service Management
Function (SMF)?

A. administering centralized and distributed processingenvironments B. managing

operational staff objectives
C. planning, monitoring, and reporting activities relating to system capacity
D. validating that the operations staff has documented their day-to-day activities

Answer: A

QUESTION 11
To which Service Management Functions does the Risk Management Discipline apply?

A. ToIT Service Continuity Management and Change Management

B. To all Service Management Functions
C. ToIT Service Continuity Management and Availability Management
D. ToIT Service Continuity Management and Security Management
E. Workforce Management
Workforce Management

Answer: E

QUESTION 12
Which of the following is a key component of the MOF Process Model?

A. Project Reviews
B. Roles
Roles
C. Procedures
D. Operations Management Reviews

Answer: B

QUESTION 13
Which of the following is one of the objectives of the Operating Quadrant?

A. proactively monitor and self-heal system problems

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B. resolve incidents
C. forecast future activity for IT operations
D. cost effective operating of Service solutions

Answer: A

QUESTION 14
Which Service Management Function (SMF) has Network hardware configuration as a
key concept?

A. Infrastructure Management
B. Configuration Management
C. Security Management
D. Network Administration

Answer: D

QUESTION 15
Which of the following is not a core component of MOF?

A. MOF Risk Management Discipline

B. MOF Process Model
C. MOF Continuous Improvement Model
D. MOF Team Model

Answer: C

QUESTION 16
On which activity are the proactive functions of the Supporting Quadrant highly
dependent?

A. Reporting on Service Level Agreements (SLAs)

B. Service Monitoring
C. Release Readiness Review
D. Checking the Configuration Management database

Answer: B

QUESTION 17
What is the Quality Goal of the Service Role Cluster?

A. Mutually beneficial relationships with service and supply partners

B. A portfolio of business-aligned IT Services
C. Quality customer support and a service culture
D. The design ofOLAs to support the Service Level Agreements

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Answer: B

QUESTION 18
Which of the following describes the concept of Service Management Functions (SMFs)?

A. organizational units that support IT operations

B. a model for organizing IT staff
C. processes, procedures and policies to deliver and support IT service solutions
D. a model for measuring the performance of the process

Answer: C

QUESTION 19
Which of the following Team Role Clusters takes part in the Changing Quadrant of the
Process Model?

A. the Operations Role Cluster

B. the Security Role Cluster
C. the Service Role Cluster
D. the Release Role Cluster

Answer: D

QUESTION 20
To which relationship between two Quadrants can the relationship between MSF and
MOF be compared?

A. The relationship between the Optimizing and the Changing Quadrant

B. The relationship between the Supporting and the Optimizing Quadrant
C. The relationship between the Changing and the Operating Quadrant
D. The relationship between the Operating and the Supporting Quadrant

Answer: C

QUESTION 21
What fundamental principle of the Changing Quadrant is recognized as a key, sustainable
business advantage?

A. The ability to quickly change and adapt the operations environment

B. The Operations Management Review
C. The ability to quickly implement new technologies
D. The need for a customer oriented change approach

Answer: A

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QUESTION 22
Which steps in the MOF Risk Management Process follow each other immediately?

A. Analyzing and Prioritizing Risks - Tracking and Reporting Risks

B. Analyzing and Prioritizing Risks - Planning and Scheduling Risk Actions
C. Identifying Risks in Operations - Planning and Scheduling Risk Actions
D. Identifying Risks in Operations - Tracking and Reporting Risks

Answer:

QUESTION 23
What is the order of the four basic steps that MOF and MSF follow to create a new
solution?

A. Build, plan, deploy and operate the solution

B. Plan, build, deploy and operate the solution
C. Deploy, operate, plan and build the solution
D. Operate, build, plan and deploy the solution

Answer: B

QUESTION 24
Which Service Management Function (SMF) is also addressed as an ITIL process?

A. System Management
B. Workforce Management
C. Storage Management
D. Security Management

Answer: D

QUESTION 25
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

QUESTION 26
Of which Service Management Function (SMF) is deploying reliable services smoothly
an objective?

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A. Configuration Management
B. Service Monitoring and Control
C. Release Management
D. Change Management

Answer: C

QUESTION 27
Which of the following is a type of risks list used by the MOF Risk Management
Discipline?

A. Security Risks List

B. Retired Risks List
C. Solved Risks List
D. High impact Risks List

Answer: B

QUESTION 28
Which of the following is one of the principles that the MOF Process Model addresses to
assist the support and delivery of services?

A. Structured architecture
B. Portfolio management
C. Strong teams
D. Cost management

Answer: A

QUESTION 29
Which of the following is a key objective of the Service Level Management Service
Management Function (SMF)?

A. satisfying customers by ensuring that the Operations department meets the customers'
demands
B. formalizing Operational Level Agreements (OLAs)
C. providing primary liaison and customer service to the IT user community
D. providing the mechanism for setting clear expectations about the service being
delivered

Answer: D

QUESTION 30
Which of the following is a correct combination of a Service Management Function
(SMF) and a key element?

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A. Availability Management - Modeling

B. Workforce Management - Resource Capacity Management
C. IT Service Continuity Management - Plans for Failover and Restoration
D. Security Administration - Events

Answer: C

QUESTION 31
Of which Service Management Function (SMF) is monitoring the application of security
measures a key element?

A. Security Administration
B. Service Monitoring and Control
C. Incident Management
D. Security Management

Answer: D

QUESTION 32
Which of the following Service Management Functions (SMFs) belongs to the Operating
Quadrant?

A. Service Desk
B. Workforce Management
Workforce Management
C. Infrastructure Engineering
D. Service Monitoring and Control

Answer: B

QUESTION 33
Which of the following is an advantage of combining MOF and MSF?

A. to successfully deliver technology solutions faster, with fewer people and less risks,
while producing higher quality results
B. to implement an iterative, milestone-driven process
C. to provide a complementary, integrated set of guidance that addresses the need for a
consistent and unified approach to the overall IT life cycle
D. to ensure that the solution developers have a good understanding of the Microsoft
products

Answer: C

QUESTION 34
Within the operations life cycle, which Operations Management Review (OMR) follows
the Supporting Quadrant?

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A. Operations Review
B. Service Level Agreement (SLA) Review
C. Change Initiation Review
D. Release Readiness Review

Answer: B

QUESTION 35
Which Role Cluster has a portfolio of business-aligned IT services as a quality goal?

A. Partner
B. Operations
C. Service
D. Support

Answer: C

QUESTION 36
Within the operations life cycle, which Operations Management Review follows the
Changing Quadrant?

A. Release Readiness Review

B. Service Level Agreement (SLA) Review
C. Operations Review
D. Change Initiation Review

Answer: A

QUESTION 37
What is the function of the Team Role Clusters?

A. They provide an organizational chart for IT operations.

B. They function as individual units within the IT organization.
C. They represent functional roles within the IT organization.
D. They represent the Process Model quadrants.

Answer: C

QUESTION 38
According to the MOF guidance, which of the following is a key requirement for
planning Service Solutions?

A. Proactive Risk Management

B. A managed IT environment
C. A milestone-driven implementation process

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D. Understanding of the business and the operational requirements

Answer: D

QUESTION 39
Which of the following Team Role Clusters takes part in the Changing Quadrant of the
Process Model?

A. the Operations Role Cluster

B. the Release Role Cluster
C. the Security Role Cluster
D. the Service Role Cluster

Answer: B

QUESTION 40
Within the Tracking and Reporting step of the Risk Management Discipline, what is the
purpose of a stakeholder or service status report?

A. To communicate the overall risk to the service

B. To involve the stakeholder in the Risk Management Discipline
C. To communicate the effectiveness of IT Operations with regard to risks
D. To receive approval for a request for change on security
To receive approval for a request for change on security

Answer: D

QUESTION 41
Which Service Management Function has maintaining security according to agreed
policies across the services and systems as its main goal?

A. Availability Management
B. Security Management
C. Security Administration
D. System Administration

Answer: C

QUESTION 42
Which of the following is one of the questions that IT operations should consider when
formulating risk action plans?

A. Do the operations staff buy an information system to prevent a risk from occurring?
B. Do the operations staff develop an information system to prevent a risk from
occurring?
C. Do the operations staff delegate the identification of a risk?

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D. Do the operations staff know enough about the risk?

Answer: D

QUESTION 43
What can be viewed in the Risks by Services List?

A. All the risks that have been identified.

B. For which risks the probability might be considerably reduced.
C. Where the consequences of a risk affect a specific business function.
D. A small number of major risks.

Answer: C

QUESTION 44
How can a Risks by Services List help to improve the quality of information,
prioritization and decision making when assessing the impact of risks on the service?

A. This list can be used to add risks to the service catalog

B. This list allows operations to appreciate the impact of specific risks on the IT
infrastructure
C. This list can be used as a Master Risks List
D. This list allows operations to look at the consequences of a risk to a specific business
function or service

Answer: D

QUESTION 45
In what way does Capacity Management contribute to improving IT Service
Management?

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

Answer: B

QUESTION 46
Which of the following is a requirement for successful implementation of IT Service
Management?

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A. using the seven books of ITIL

B. guidance in operating Microsoft's platforms
C. measurable evidence of benefit to build a business case
D. using MSF as the software development and deployment approach

Answer: C

QUESTION 47
Why is the cooperation between MSF and MOF important?

A. Because MOF is based on MSF

B. Because MSF is based on MOF
C. Because MSF and MOF are based on ITIL
D. Because neither MOF nor MSF cover the entire IT life cycle

Answer: D

QUESTION 48
The MOF Team Model is based on which concept?

A. That operations must be monitored and reviewed

B. That processes must be combined with operational management
C. That clear expectations must be set with the customers
D. That an operations team must achieve a number of key quality goals to be successful

Answer: D

QUESTION 49
Which of the following is one of the four basic steps MOF and MSF follow in creating a
new service solution?

A. build the solution

B. support the solution
C. rollout the solution
D. review the solution

Answer: A

QUESTION 50
To which Quadrant of the Process Model does the Infrastructure Role Cluster
predominantly align?

A. Changing
B. Operating
C. Optimizing
D. Supporting

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Answer: C

QUESTION 51
In which step of the Risk Management Discipline are risks monitored for changes in the
risk's condition, consequence, probability, and impact?

A. Identify
B. Control
C. Track and Report
D. Plan and Schedule

Answer: C

QUESTION 52
Of which Service Management Function (SMF) is quality assurance a key element?

A. Service Desk
B. Infrastructure Engineering
C. Release Management
D. Service Level Management

Answer: B

QUESTION 53
Which of the following is not a primary guideline for the MOF Team Model?

A. providing great customer service

B. utilizing IT automation and knowledge management tools
C. effectively responding to genuine business needs and demands
D. building strong synergistic, virtual teams

Answer: C

QUESTION 54
To what ITIL category do the Service Management Functions (SMFs) in the Changing
Quadrant directly map?

A. Customer Relationship Management

B. Service Support
C. Service Delivery
D. Service Level Management

Answer: B

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QUESTION 55
Which of the following is a key element of the Job Scheduling Service Management
Function?

A. Batch architecture
B. Infrastructure optimization
C. Directory types
D. Fault Management

Answer:

QUESTION 56
Which of the following is a key requirement for planning service solutions?

A. a milestone-driven implementation process

B. a managed IT environment
C. take the perspective of end-to-end services
D. understanding of the business and the operational requirements

Answer: D

QUESTION 57
Which of the following is a Role Cluster in the MOF Team Model?

A. The Changing Role Cluster

B. The Partner Role Cluster
C. The SLA Review Role Cluster
D. The Risk Management Role Cluster

Answer: B

QUESTION 58
What ITIL process maps to the Changing Quadrant?

A. Security Administration
B. Incident Management
C. Configuration Management
D. Service Level Management

Answer: C

QUESTION 59
How is the MOF guidance meant to be applied?

A. per function team

B. per service component

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C. Roles
Roles
D. per platform
E. across service solutions

Answer: C

QUESTION 60
Which of the following is one of the four possible Risk Management situations that
should be considered in risk status reports?

A. Close
B. Variance
C. Control
D. Plan

Answer: B

QUESTION 61
Which of the following is one of the root causes of risk in IT operations?

A. Viruses
B. Cost
C. People
D. Changes

Answer: C

QUESTION 62
Which of the following is one of the key objectives to focus on in delivering a portfolio
of IT services to the business?

A. Excellence in technology
B. To receive approval for a request for change on security
To receive approval for a request for change on security
C. Establish clear project goals, roles and responsibilities
D. Effectively and efficiently deploy service solutions to users
E. To provide an approach to assessing software process maturity

Answer: B

QUESTION 63
Which of the following is a responsibility of the Operations Role Cluster?

A. managing IT-procurement and purchasing functions

B. detecting intrusions and protecting against viruses

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C. managing business-to-business trading interfaces

D. prioritizing service improvement requests and identifying gaps for future functionality

Answer: C

QUESTION 64
Which of the following is one of the main inputs and outputs of the steps in the Risk
Management Discipline?

A. Availability Plan
B. Security Risks List
C. Capacity Plan
D. Retired Risks List

Answer: D

QUESTION 65
Of which Service Management Function is assessing whether or not a system should be
decommissioned an activity?

A. IT Service Continuity Management

B. Change Management
C. Financial Management
D. Service Level Management

Answer: C

QUESTION 66
Which of the following is obtained from the Identify step of the Risk Management
Process?

A. The downstream effect of the risk

B. The priority of the risk
C. The probability of the risk
D. The mitigation of the risk

Answer: A

QUESTION 67
For which type of administration does System Administration not have responsibility?

A. Database administration
B. Directory Servicesadministration C. Messaging administration
D. Telecommunications systems administration

Answer: B

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QUESTION 68
Which of the following is a Role Cluster in the MOF Team Model?

A. the Change Role Cluster

B. the Quality Role Cluster
C. the Track and Report Role Cluster
D. the Operations Role Cluster

Answer: D

QUESTION 69
Which of the following is part of the Changing Quadrant?

A. the Capacity Management Service Management Function (SMF)

B. the Operations Review
C. the post-implementation review (PIR)
D. the Infrastructure Engineering SMF

Answer: C

QUESTION 70
How is data integrity within Security Administration best defined?

A. Authorized users should be able to access the data they need when they need it.
B. Business process owners must be confident that transactions, once processed, cannot
be denied afterwards.
C. Only authorized individuals should be able to access data.
D. All authorized users should feel confident that the data presented to them is accurate
and not improperly modified.

Answer: D

QUESTION 71
What ITIL process maps to the optimizing quadrant?

A. Service Level Management

B. Incident Management
C. Security Administration
D. Change Management

Answer: A

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