EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 11:

  What is the objective of the service reporting process?

  A. to document measures taken to manage information security effectively within all service activities
  B. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents
  C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication
  D. to provide progress reports on the planning and implementation of service management
  C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

• Question 12:

  Which factor partly determines the priority of an Incident?

  A. the category
  B. the impact
  C. the requisite resources
  D. the wishes of the customer
  B. the impact

• Question 13:

  What can be improved by achieving quality objectives?

  A. Effectiveness of the service
  B. Personal satisfaction of the Configuration Manager
  C. Relationship with interested suppliers
  D. Relationship with unauthorized patties
  A. Effectiveness of the service

• Question 14:

  The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

  A. After the breach
  B. Before the breach
  C. During service reporting
  D. Never
  B. Before the breach

• Question 15:

  In many organizations, management tasks or parts of those tasks are performed by third parties. Agreements are made with these parties that are expressed in documents. What are these documents called?

  A. Service level agreements (SLAs)
  B. Operational level agreements (OLAs)
  C. Service contracts
  D. Underpinning contracts (UCs)
  C. Service contracts

• Question 16:

  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 17:

  What is the intent of Design and transition of new or changed services?

  A. to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
  B. to ensure that approved Changes in the IT infrastructure are implemented with acceptable risks for the current and new IT services
  C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
  D. to ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
  C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

• Question 18:

  Why is it important that the Service Desk attempts to link an Incident to a Known Error?

  A. because this is part of the IT Service Management model
  B. because this means the incident can be resolved more quickly
  C. because this allows incidents to be better tracked
  D. because otherwise Problem Management cannot work
  B. because this means the incident can be resolved more quickly

• Question 19:

  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 20:

  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