EXIN EX0-114 Online Practice Questions and Exam Preparation

EXIN EX0-114 Online Questions & Answers

• Question 1:

  What is used for the assessment of maturity of organizations?

  A. CMMI?
  B. CobITTM
  C. ITIL?
  D. MOF
  A. CMMI?

• Question 2:

  A Release policy needs to be documented and agreed. What must be included in the Release policy?

  A. an analysis of the success or failure of
  B. Releases Requests For Change (RFCs)
  C. the frequency and type of Releases
  D. the Release dates
  C. the frequency and type of Releases

• Question 3:

  What is the most common process that is associated with the Service Desk?

  A. Change Management
  B. Configuration Management
  C. Incident Management
  D. Service Level Management
  C. Incident Management

• Question 4:

  One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?

  A. Error Control
  B. Identification of root causes
  C. Proactive Problem Management
  D. Problem Control
  C. Proactive Problem Management

• Question 5:

  A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of the document?

  A. Service Catalog
  B. Service Level Agreement (SLA)
  C. Service Level Requirement
  D. Underpinning Contract
  A. Service Catalog

• Question 6:

  What is a Known Error?

  A. A serious incident whose resolution is known
  B. A Problem that is resolved
  C. A Problem for which the cause and Workaround have been identified
  D. A Problem that cannot be matched
  D. A Problem that cannot be matched

• Question 7:

  Different types of events are reported to the Service Desk. Which event is an incident?

  A. Information about the rollout of a specific application
  B. A notification that a new toner cartridge has just been installed in a printer
  C. A report that the printer is not working
  D. A request for the installation of a new bookkeeping package
  C. A report that the printer is not working

• Question 8:

  What does the term "Integrity" mean in the context of Information Security Management?

  A. Protecting the information against unauthorized use
  B. Monitoring the access to information
  C. The accuracy, completeness and correctness of the information
  D. Screening the support staff on their loyalty to the IT organization
  D. Screening the support staff on their loyalty to the IT organization

• Question 9:

  Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

  A. to be able to charge to the correct users of the service
  B. to be able to provide reports to management
  C. to prevent repetitive occurrence of Incidents
  D. to provide input to the Capacity Database
  C. to prevent repetitive occurrence of Incidents

• Question 10:

  While planning for service improvements, what is an important best practice to consider?

  A. Service improvement targets should be measurable, linked to business objectives and documented in aplan.
  B. The progress of service improvement should be discussed at least weekly in the steering committee.
  C. The progress should be monitored closely by an independent project manager to maintain objectivity.
  D. The service improvement targets should not change until the target is reached, or else no consistency ismaintained
  A. Service improvement targets should be measurable, linked to business objectives and documented in aplan.