EXIN EX0-114 Online Practice Questions and Exam Preparation

EXIN EX0-114 Online Questions & Answers

• Question 21:

  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
  A. constant quality

• Question 22:

  Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

  A. Business Relationship Management
  B. Change Management
  C. Release Management
  D. Service Level Management
  B. Change Management

• Question 23:

  Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

  A. A chronological training record for each individual
  B. A record of all future training courses for each employee
  C. An overview of all personal details per employee
  D. An overview of all possible training modules that match with competences
  A. A chronological training record for each individual

• Question 24:

  In the context of standards, what does the term "conformity" stand for?

  A. Alignment of an audit nonconformity report to a re-audit report
  B. Compliance with a requirement
  C. Quality Management System certification by an approved body
  D. Verification of supplier certification
  B. Compliance with a requirement

• Question 25:

  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 duringchanges.
  D. Information security risk assessments should be performed once a year.
  C. Information security risk assessments should be performed at agreed intervals and be maintained duringchanges.

• Question 26:

  When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?

  A. Availability Management
  B. Capacity Management Financial
  C. Management for IT Services
  D. IT Service Continuity Management
  B. Capacity Management Financial

• Question 27:

  What must be included in a well defined Process structure?

  A. expected results
  B. functions
  C. statistical support
  D. timelines
  A. expected results

• Question 28:

  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
  C. Service Desk Service

• Question 29:

  What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

  A. Capacity management
  B. Incident management
  C. Information security management
  D. Release management
  C. Information security management

• Question 30:

  Why is it important that the Service Desk attempts to link an Incident to a Known Error?

  A. because this is part of the IT Service Management model
  B. because this means the incident can be resolved more quickly
  C. because this allows incidents to be better tracked
  D. because otherwise Problem Management cannot work
  B. because this means the incident can be resolved more quickly