EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 121:

  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 122:

  When implementing a new version of an application both Change management and Release management are involved.

  What is the responsibility of the Change management process here?

  A. Change management has the implementation and installation task in this phase.
  B. Change management plays a coordinating role in this phase.
  C. Change management must check whether the new application functions properly.
  D. Change Management draws up the Request for change (RFC) in this phase.
  B. Change management plays a coordinating role in this phase.

• Question 123:

  In the context of standards, what does the term "conformity" stand for?

  A. Alignment of an audit nonconformity report to a re-audit report
  B. Compliance with a requirement
  C. Quality Management System certification by an approved body
  D. Verification of supplier certification
  B. Compliance with a requirement

• Question 124:

  What is a requirement according to ISO/IEC 20000-1 when establishing the Business relationship management process?

  A. A compliments application needs to be implemented.
  B. Customer satisfaction surveys need to be defined so that customers can easily respond to them.
  C. Interested parties and customers of the services need to be identified and documented.
  D. Outstanding complaints need to be reviewed on a monthly basis.
  C. Interested parties and customers of the services need to be identified and documented.

• Question 125:

  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

• Question 126:

  Different types of events are reported to the Service Desk. Which event is an incident?

  A. Information about the rollout of a specific application
  B. A notification that a new toner cartridge has just been installed in a printer
  C. A report that the printer is not working
  D. A request for the installation of a new bookkeeping package
  C. A report that the printer is not working

• Question 127:

  The rollout of an application software upgrade has been planned. However, a back-out plan has not been developed. Which process or function should have provided the back-out plan?

  A. Availability management
  B. Change management
  C. Release management
  D. Service desk
  C. Release management

• Question 128:

  Which of the following activities in the Problem Management process is related to the Change Management process?

  A. identifying Problems
  B. classifying Problems
  C. correcting Problems
  D. investigating a solution
  C. correcting Problems

• Question 129:

  One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?

  A. Error Control
  B. Identification of root causes
  C. Proactive Problem Management
  D. Problem Control
  C. Proactive Problem Management

• Question 130:

  Having a policy that defines and manages customer complaints is a key element of Business Relationship Management. According to ISO/IEC 20000-1, what actions should a service provider perform if the complaint is not resolved?

  A. Follow the defined escalation path
  B. Ignore it as it will eventually go away
  C. Initiate early contract termination procedures
  D. Suspend or fire the staff member who is named in the complaint
  A. Follow the defined escalation path