EXIN EX0-114 Online Practice Questions and Exam Preparation

EXIN EX0-114 Online Questions & Answers

• Question 11:

  Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

  A. Availability Management
  B. Incident Management
  C. Service Desk
  D. Service Level Management
  C. Service Desk

• Question 12:

  Which processes should the Plan, Do, Check, Act methodology be applied to?

  A. all of the processes within the scope
  B. the Planning and Implementing Service Management process
  C. the Requirements for a Management System process
  D. those that support business critical services
  A. all of the processes within the scope

• Question 13:

  What is required to be in place for emergency changes?

  A. Capacity plans
  B. Controlled Acceptance Test environment
  C. policies and procedures
  D. Service Continuity Plans
  C. policies and procedures

• Question 14:

  Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

  A. Documentation should be kept at least five years for auditing purposes.
  B. Documentation should be protected from damage due to IT related disasters.
  C. Documentation should be stored at a central place and be only accessible via procedures
  D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.
  B. Documentation should be protected from damage due to IT related disasters.

• Question 15:

  What is the objective of a Management System?

  A. to define, agree, record and manage levels of services
  B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
  C. to ensure that new services and changes to services will be deliverable and manageable at the agreed costand services quality
  D. to provide the policies and the framework that is needed for the effective management and implementationof all IT services
  D. to provide the policies and the framework that is needed for the effective management and implementationof all IT services

• Question 16:

  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
  C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

• Question 17:

  What is the definition of IT Service Management?

  A. An organization supping services to one or more customers
  B. Best practice guidance for operating services
  C. Requirements for delivering service based upon best practices
  D. Specialized organizational capabilities providing value to customers
  D. Specialized organizational capabilities providing value to customers

• Question 18:

  Which process aims to prevent incidents resulting from changes to the IT infrastructure?

  A. Availability Management
  B. Change Management
  C. Incident Management
  D. Problem Management
  B. Change Management

• Question 19:

  What is a function of processes?

  A. They express the level of compliance with the requested quality characteristics.
  B. They represent a complete set of monitoring options.
  C. They describe vertical and horizontal escalation options.
  D. They complement descriptions of structural and organizational roles and responsibilities
  B. They represent a complete set of monitoring options.

• Question 20:

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