What may define the scope of Service Management in the Service Management plan?
A. the location of the services
B. the number of staff
C. the size of the infrastructure
D. the specific processes undertaken
What is a best practice for Capacity Management?
A. A Capacity plan documenting the actual performance and the expected requirements should be produced atleast annually.
B. Decisions about service provision should be based on cost effectiveness comparisons.
C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
D. The Service Catalog should be maintained and kept up-to-date.
What is meant by the Urgency of an Incident?
A. the degree to which the solution of an incident tolerates delay
B. the degree to which the incident gives rise to a deviation from the normal service level
C. the time needed by IT Services to resolve the incident
D. the relative importance of the incidents when handling them
What is the objective of the service reporting process?
A. to document measures taken to manage information security effectively within all service activities
B. to minimize disruption to the business by using the information contained in reports in order to identify andanalyze the cause of Incidents
C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
D. to provide progress reports on the planning and implementation of service management
What is a parameter for measuring progress relative to key objectives in an organization?
A. Balanced Scorecard (BCS)
B. Critical Success Factor (CSF)
C. Key Performance Indicator (KPI)
D. Service Improvement Program (SIP)
Which process is responsible for registering the relationships within the IT infrastructure?
A. Asset Management
B. Change Management
C. Configuration Management
D. Release Management
Which of the following activities in the Problem Management process is related to the Change Management process?
A. identifying Problems
B. classifying Problems
C. correcting Problems
D. investigating a solution
What does Service Management aim to achieve?
A. to exceed expectations at all times based on solid processes followed rigidly at all times
B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
D. to provide well-defined processes and measures, by which the Service Management organization can ratetheir quality for the customer
What is the best definition of "Quality system"?
A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure theserequirements are met consistently
B. mandatory Quality management practices followed by everyone in the service provider organizations
C. organizational structure related to responsibilities, procedures and resources for implementing qualitymanagement
D. set of the measures and procedures used to ensure that the services provided continue to fulfill theexpectations of the customer and the relevant agreements
Who or what should always be informed in case a release is rejected, delayed or cancelled?
A. Business relationship management
B. Change management
C. Incident management
D. The senior management representative
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