Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?
A. Availability Management
B. Financial Management for IT Services
C. IT Service Continuity Management
D. Service Level Management
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?
A. Change Management
B. Configuration Management
C. Release Management
D. Service Desk
Input from other Service Management processes is required to keep the IT service continuity plan current. Which process has the most to contribute?
A. Change management
B. Availability management
C. Financial management for IT services
D. Problem management
Which statement below is not a purpose of Supplier Management procedures?
A. That business transactions between all parties are recorded
B. That information on the performance of all suppliers can be observed and acted upon
C. That it is made clear that the supplier cannot subcontract part of the delivered services to the ServiceProvider
D. That the suppliers understand their obligation to the Service Provider
The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?
A. After the breach
B. Before the breach
C. During service reporting
D. Never
What is the aim of an internal audit?
A. To ensure and improve one's own quality capability
B. To instruct all employees that quality-related requirements must be observed
C. To monitor employee performance
D. To verify whether the defined key performance indicators (KPIs) are actually determined
When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?
A. A competitor's process management system
B. Any standards defined by the company itself
C. The budget available to Human Resources
D. The time to update the process documentation
In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts. What are these contracts called?
A. Service Level Agreements (SLAs)
B. Operational Level Contracts
C. Service Contracts
D. Underpinning Contracts
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must be available in at least one hard copy and approved
B. It must include the documented procedures specified by the standard
C. It must include the scope of the organization's service management plan
D. It must never include any know-how of the organization
What is required for an implementation of IT Service Management to be successful?
A. A top-down approach whereby the management of the organization strongly and visibly enforces theimplementation
B. Buy-in specifically from the levels in the organization which will be operationally involved in IT ServiceManagement activities
C. The appointment of a specialist department responsible for the development of the process structures
D. The involvement and commitment of personnel at all levels in the organization from operational staff to topmanagement
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