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EX0-115 Real Exam Questions

IT Service Management Foundation based on ISO/IEC 20000

136 questions available · Page 1 of 14

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Question 1 Single choice

Staff competencies and training needs shall be reviewed and managed.

Why is this necessary?

  1. A

    To enable employees to perform their role effectively

  2. B

    To help staff to further their career

  3. C

    To improve service reporting

  4. D

    To reduce the operational cost of the organization

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Correct answer: A

Question 2 Single choice

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

  1. A

    Capacity management

  2. B

    Incident management

  3. C

    Information security management

  4. D

    Release management

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Correct answer: C

Question 3 Single choice

What is the objective of the Security Management process?

  1. A

    to manage information security effectively for critical services only

  2. B

    to manage information security effectively for IT staff

  3. C

    to manage information security effectively relating to the financial administration of service activities

  4. D

    to manage information security effectively within all service activities

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Correct answer: D

Question 4 Single choice

Which interested party will define Service level requirements?

  1. A

    Customer

  2. B

    End user

  3. C

    Service provider

  4. D

    Supplier

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Correct answer: A

Question 5 Single choice

What is a purpose of ISO/IEC 20000?

  1. A

    to promote the adoption of an integrated process approach

  2. B

    to promote the adoption of IT governance

  3. C

    to provide best practice guidance on IT Service Management

  4. D

    to provide best practice guidance on security management

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Correct answer: A

Question 6 Single choice

What is the contribution of Availability Management to the Service Level Management process?

  1. A

    Availability Management provides information about the availability of the services being provided.

  2. B

    Availability Management acts in consultation with users to determine the availability of IT services.

  3. C

    Availability Management supplies data about the availability requirements of users.

  4. D

    Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

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Correct answer: A

Question 7 Single choice

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

  1. A

    Known Error

  2. B

    Request For Change (RFC)

  3. C

    Service Request

  4. D

    Workaround

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Correct answer: D

Question 8 Single choice

The success and failure of Releases shall be measured.

What is included in these measurements?

  1. A

    The frequency and types of Releases

  2. B

    The Incidents related to a Release in the period following a Release

  3. C

    The Release dates

  4. D

    The Request for Change (RFC)

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Correct answer: B

Question 9 Single choice

Service providers manage various documents and records to ensure effective planning, operation and control of Service management.

Which of these is a record?

  1. A

    Process description

  2. B

    Change Advisory Board (CAB) meeting minutes

  3. C

    Service level agreement (SLA)

  4. D

    Service management policy

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Correct answer: B

Question 10 Single choice

Problem Management is responsible for carrying out trend analysis of Incident volumes and types.

What is the reason for this?

  1. A

    to be able to charge to the correct users of the service

  2. B

    to be able to provide reports to management

  3. C

    to prevent repetitive occurrence of Incidents

  4. D

    to provide input to the Capacity Database

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Correct answer: C