EXIN EX0-114 Online Practice Questions and Exam Preparation

EXIN EX0-114 Online Questions & Answers

• Question 71:

  Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service?

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

• Question 72:

  What is required for an implementation of IT Service Management to be successful?

  A. A top-down approach whereby the management of the organization strongly and visibly enforces theimplementation
  B. Buy-in specifically from the levels in the organization which will be operationally involved in IT ServiceManagement activities
  C. The appointment of a specialist department responsible for the development of the process structures
  D. The involvement and commitment of personnel at all levels in the organization from operational staff to topmanagement
  D. The involvement and commitment of personnel at all levels in the organization from operational staff to topmanagement

• Question 73:

  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
  C. Meeting stated customer requirements and expectations

• Question 74:

  When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?

  A. A competitor's process management system
  B. Any standards defined by the company itself
  C. The budget available to Human Resources
  D. The time to update the process documentation
  B. Any standards defined by the company itself

• Question 75:

  Deming proposed a system of continuous improvement. Which four activities does this system involve?

  A. Plan. Do. Check and Act
  B. Plan. Do. Evaluate and Act
  C. Plan. Perform. Audit and Improve
  D. Plan. Perform. Evaluate and Act
  A. Plan. Do. Check and Act

• Question 76:

  What does Service Management aim to achieve?

  A. to exceed expectations at all times based on solid processes followed rigidly at all times
  B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
  C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
  D. to provide well-defined processes and measures, by which the Service Management organization can ratetheir quality for the customer
  C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

• Question 77:

  Which process or function has the responsibility of distributing information to users?

  A. Change Management
  B. Customer Relationship Management
  C. Incident Management
  D. Service Desk
  D. Service Desk

• Question 78:

  Which process includes the responsibility of recovering the service as quickly as possible?

  A. Availability Management
  B. IT Service Continuity Management
  C. Incident management
  D. Problem Management
  C. Incident management