EXIN EX0-114 Online Practice Questions and Exam Preparation

EXIN EX0-114 Online Questions & Answers

• Question 31:

  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
  B. Before the breach

• Question 32:

  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
  A. To ensure and improve one's own quality capability

• Question 33:

  An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade. Which process or function is responsible for rolling out these Changes?

  A. Change Management
  B. Release Management
  C. Security Management
  D. Service Desk
  B. Release Management

• Question 34:

  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 responsiblefor 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'scertificate
  D. a process owner will work directly with business leadership and the process manager only works within IT
  A. a process owner is responsible for the effectiveness of the process and a process manager is responsiblefor the realization of the process

• Question 35:

  What is known as a temporary solution that enables the user to continue working?

  A. Known Error
  B. Request For Change (RFC)
  C. Service Request
  D. Workaround
  D. Workaround

• Question 36:

  The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re- installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?

  A. Known Error
  B. Problem
  C. Workaround
  D. Request for Change
  C. Workaround

• Question 37:

  What is a best practice for Capacity Management?

  A. A Capacity plan documenting the actual performance and the expected requirements should be produced atleast annually.
  B. Decisions about service provision should be based on cost effectiveness comparisons.
  C. The resilience of the infrastructure components should be measured and included in the Capacity plan.
  D. The Service Catalog should be maintained and kept up-to-date.
  A. A Capacity plan documenting the actual performance and the expected requirements should be produced atleast annually.

• Question 38:

  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
  C. Service Contracts

• Question 39:

  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
  D. It must never include any know-how of the organization

• Question 40:

  What is a purpose of ISO/IEC 20000?

  A. to promote the adoption of an integrated process approach
  B. to promote the adoption of IT governance
  C. to provide best practice guidance on IT Service Management
  D. to provide best practice guidance on security management
  A. to promote the adoption of an integrated process approach