EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 1:

  One of the activities of Capacity management involves making evaluations and predictions regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware networks, databases, etc. and the costs.

  Which of the activities of Capacity management is responsible for this?

  A. Application sizing
  B. Capacity planning
  C. Monitoring
  D. Tuning
  A. Application sizing

• Question 2:

  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 3:

  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 4:

  What is a Configuration Baseline?

  A. A benchmark of the service provider's capability
  B. A configuration audit report
  C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
  D. The change requests allocated to a release
  C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time

• Question 5:

  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 6:

  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

• Question 7:

  What is the most common process that is associated with the Service Desk?

  A. Change Management
  B. Configuration Management
  C. Incident Management
  D. Service Level Management
  C. Incident Management

• Question 8:

  A recent request for a new phone has been received. The request has all necessary approvals but when the service provider places the order with the vendor, the phone is now out of stock and new stock is not due for two weeks. This delay will breach the agreed fulfillment time.

  What action should a service provider perform if a service request cannot be fulfilled within the agreed timefra mes?

  A. Cancel the request and inform the customer
  B. Escalate according to procedures
  C. Find a new vendor who has the request phone
  D. Nothing, the service provider cannot control stock levels of the supplier
  B. Escalate according to procedures

• Question 9:

  What triggers a re-test of the Service continuity and availability plans?

  A. a major change to the service environment
  B. a major disaster having occurred
  C. significant periods of unplanned non-availability
  D. six months having passed since the last test
  A. a major change to the service environment

• Question 10:

  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