EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 31:

  The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.

  What is this advice an example of?

  A. Known Error
  B. Problem
  C. Workaround
  D. Request for Change
  C. Workaround

• Question 32:

  A Release policy needs to be documented and agreed. What must be included in the Release policy?

  A. an analysis of the success or failure of
  B. Releases Requests For Change (RFCs)
  C. the frequency and type of Releases
  D. the Release dates
  C. the frequency and type of Releases

• Question 33:

  How should the requirements for Service continuity and availability be identified?

  A. These should be identified based upon historical data for major incidents and their business impact on the organization.
  B. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.
  C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.
  D. These should be made up from service requirements and SLAs if available.
  C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.

• Question 34:

  According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

  A. annually
  B. monthly
  C. only when there is a business need to change the service
  D. quarterly
  A. annually

• Question 35:

  What is the purpose of CobiTTM?

  A. to provide a high level process model that organizes a broad range of IT activities
  B. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
  C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes- Oxley (SOX) requirements
  D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
  D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

• Question 36:

  What is meant by the Urgency of an Incident?

  A. the degree to which the solution of an incident tolerates delay
  B. the degree to which the incident gives rise to a deviation from the normal service level
  C. the time needed by IT Services to resolve the incident
  D. the relative importance of the incidents when handling them
  A. the degree to which the solution of an incident tolerates delay

• Question 37:

  What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000?

  A. Capacity management
  B. Incident management
  C. Information security management
  D. Release management
  C. Information security management

• Question 38:

  What is the added value of a service being delivered according to IT service management best practice?

  A. You can specifically define the service by means of a Service level agreement (SLA).
  B. Services facilitate outcomes for customers.
  C. You do not have to invest in processes to control the service.
  D. Services have a lower total cost of ownership.
  B. Services facilitate outcomes for customers.

• Question 39:

  Which process reports about software failures resulting from software changes?

  A. Availability management
  B. Incident and service request management
  C. Problem management
  D. Service reporting
  B. Incident and service request management

• Question 40:

  When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?

  A. A competitor's process management system
  B. Any standards defined by the company itself
  C. The budget available to Human Resources
  D. The time to update the process documentation
  B. Any standards defined by the company itself