EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 21:

  When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?

  A. Any processes and policies defined by the company
  B. IT service management best practices
  C. The budget available to allocate resources
  D. The time to update the process documentation
  A. Any processes and policies defined by the company

• Question 22:

  What is the best definition of "Quality system"?

  A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently
  B. mandatory Quality management practices followed by everyone in the service provider organizations
  C. organizational structure related to responsibilities, procedures and resources for implementing quality management
  D. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements
  C. organizational structure related to responsibilities, procedures and resources for implementing quality management

• Question 23:

  Which statement with regard to Information Security Management is true?

  A. Information Security Management to specifically focus on managing Information Security effective within all information systems.
  B. Management with appropriate authority shall approve an Information Security policy.
  C. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
  D. Security Incidents shall only be reported and recorded if they affect more than one user
  B. Management with appropriate authority shall approve an Information Security policy.

• Question 24:

  An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade. Which process or function is responsible for rolling out these Changes?

  A. Change Management
  B. Release Management
  C. Security Management
  D. Service Desk
  B. Release Management

• Question 25:

  Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

  A. A chronological training record for each individual
  B. A record of all future training courses for each employee
  C. An overview of all personal details per employee
  D. An overview of all possible training modules that match with competences
  A. A chronological training record for each individual

• Question 26:

  What are the key contents of a Service management system (SMS)?

  A. a software system for the ticket system
  B. a software system to monitor the Key performance indicators (KPIs)
  C. definition of corporate measures to achieve the required level of quality
  D. systematic processes for ticket recording and follow-up only
  C. definition of corporate measures to achieve the required level of quality

• Question 27:

  Service providers manage various documents and records to ensure effective planning, operation and control of Service management. Which of these is a record?

  A. Process description
  B. Change Advisory Board (CAB) meeting minutes
  C. Service level agreement (SLA)
  D. Service management policy
  B. Change Advisory Board (CAB) meeting minutes

• Question 28:

  The ISO/IEC 20000 standard requires that service reports are produced using information based on service delivery and SMS activities. How are these service reports used?

  A. as input to financial management in order to determine charges for the service
  B. as the basis for making management decisions and taking actions based on findings
  C. to compare the performance of the Service desk with service targets
  D. to present a professional image of the company
  B. as the basis for making management decisions and taking actions based on findings

• Question 29:

  Which interested party will define Service level requirements?

  A. Customer
  B. End user
  C. Service provider
  D. Supplier
  A. Customer

• Question 30:

  Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?

  A. Budgeting and accounting for services
  B. Capacity management
  C. Change management
  D. Configuration management
  D. Configuration management