EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 101:

  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 102:

  What is the purpose of defining a Service management system?

  A. to ensure that new services are deliverable and manageable against the customer requirements
  B. to realize a Management System framework for IT Service Management
  C. to provide policies and a framework to enable effective management and implementation of all services
  D. to safeguard the implementation and delivery of Service Management
  C. to provide policies and a framework to enable effective management and implementation of all services

• Question 103:

  The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship. According to ISO/IEC 20000-1, what would not be defined?

  A. Complaints procedure
  B. Contractual disputes
  C. Early termination of the contract
  D. Transfer of service
  A. Complaints procedure

• Question 104:

  One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?

  A. defining a point of contact who manages the relationship
  B. defining criteria for subcontractors
  C. ensuring the contract reflects current requirements
  D. monitoring supplier performance against agreed targets
  B. defining criteria for subcontractors

• Question 105:

  While planning for service improvements, what is an important best practice to consider?

  A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.
  B. The progress of service improvement should be discussed at least weekly in the steering committee.
  C. The progress should be monitored closely by an independent project manager to maintain objectivity.
  D. The service improvement targets should not change until the target is reached, or else no consistency is maintained
  A. Service improvement targets should be measurable, linked to business objectives and documented in a plan.

• Question 106:

  What measure or technique will be used to show progress of process objectives for a Service provider?

  A. CMMI?
  B. Critical success factor (CSF)
  C. Key performance indicator (KPI)
  D. Six Sigma?
  C. Key performance indicator (KPI)

• Question 107:

  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 108:

  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 rate their quality for the customer
  C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer

• Question 109:

  Customer satisfaction measurement is an important activity in the Business relationship management process. What is the objective of Customer satisfaction measurement?

  A. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required
  B. to gather information about potential new services that might be interesting for the end users of the services
  C. to optimize the relationship processes so that service levels are exceeded
  D. to check if contractual obligations for customer satisfaction are being met
  A. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required

• Question 110:

  What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

  A. A focus on Information security management above all other processes
  B. Consistent implementation of the PDCA cycle
  C. Control of information assets in a Configuration management database (CMDB)
  D. The possibility of increasing business success by means of a self-assessment process
  B. Consistent implementation of the PDCA cycle