EXIN EXIN Certifications EX0-115 Questions & Answers

• Question 51:

  One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?

  A. defining a point of contact who manages the relationship

  B. defining criteria for subcontractors

  C. ensuring the contract reflects current requirements

  D. monitoring supplier performance against agreed targets

  Correct Answer: B

• Question 52:

  The contents of a service must be agreed between the service provider and the interested parties.

  Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service report?

  A. Cost

  B. Delivery method

  C. Formatting

  D. Purpose

  Correct Answer: D

• Question 53:

  What is the best definition of "Quality system"?

  A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements 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 quality management

  D. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

  Correct Answer: C

• Question 54:

  Which of the following is a best practice concerning information security risk assessment?

  A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.

  B. Information security risk assessments should be performed as a result of the review of every incident.

  C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.

  D. Information security risk assessments should be performed once a year.

  Correct Answer: C

• Question 55:

  A company decides to apply the principle of continual improvement. Which action would result from this decision?

  A. Analyze and evaluate the existing situation to identify areas for improvement

  B. Analyze customer satisfaction and identify resulting actions

  C. Review the Service Management System at least annual

  D. Start an internal service organization evaluation

  Correct Answer: A

• Question 56:

  Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

  A. Incident Management

  B. Problem Management

  C. Service Desk Service

  D. Level Management

  Correct Answer: C

• Question 57:

  What defines Service Quality?

  A. A series of activities that can be assessed in advance by a provider and customer

  B. Achieving a 99.999% continuous level of availability

  C. Meeting stated customer requirements and expectations

  D. Providing a cost-effective service

  Correct Answer: C

• Question 58:

  What data is recorded when an incident is reported to the Service Desk?

  A. the name of the person reporting the Incident

  B. the name of the person handling the Problem

  C. the name of the person who approves the Request for Change (RFC)

  D. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

  Correct Answer: A

• Question 59:

  What is the difference between a process owner and a process manager?

  A. a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process

  B. a process owner is a director and a process manager is a manager

  C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner's certificate

  D. a process owner will work directly with business leadership and the process manager only works within IT

  Correct Answer: A

• Question 60:

  Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

  A. constant quality

  B. incorporating technological innovations

  C. innovating the way services are provided

  D. methodological order based on best practices

  Correct Answer: A