EXIN EX0-115 Online Practice Questions and Exam Preparation

EXIN EX0-115 Online Questions & Answers

• Question 41:

  A company includes the principle of continual improvement of the Service management system (SMS) in their Service management plan. What evidence would be gathered to demonstrate continual improvement?

  A. Analyze and evaluate the existing situation to identify areas for improvement
  B. Analyze customer satisfaction and identify resulting actions
  C. Review the Service management system at least annually
  D. Perform a service provider evaluation
  A. Analyze and evaluate the existing situation to identify areas for improvement

• Question 42:

  What is the best definition of a Service management system?

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

• Question 43:

  What is the main outcome of the Business Relationship Management process?

  A. Changes to service requirements
  B. Complaints policy
  C. Customer relationship and satisfaction
  D. Service reviews
  C. Customer relationship and satisfaction

• Question 44:

  Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption.

  Which process is responsible to insure that the business requirements are met during such circumstances?

  A. Availability management
  B. Service continuity management
  C. Service level management
  D. Supplier management
  B. Service continuity management

• Question 45:

  Which of the following is a best practice concerning information security risk assessment?

  A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.
  B. Information security risk assessments should be performed as a result of the review of every incident.
  C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.
  D. Information security risk assessments should be performed once a year.
  C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.

• Question 46:

  Top management needs to ensure that employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

  A. How they can provide policies and a framework for a Service management system
  B. How they contribute to the achievement of the Service management objectives
  C. How they contribute to the Total cost of ownership (TCO)
  D. How they contribute to total salary reduction
  B. How they contribute to the achievement of the Service management objectives

• Question 47:

  When can the building and testing of a Change begin?

  A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
  B. As soon as there is a correct network plan for the change
  C. As soon as the Request for Change (RFC) has been formally authorized
  D. As soon as the Request for Change (RFC) has been classified
  C. As soon as the Request for Change (RFC) has been formally authorized

• Question 48:

  Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

  A. Incident Management
  B. Problem Management
  C. Service Desk Service
  D. Level Management
  C. Service Desk Service

• Question 49:

  Why would an IT service provider adopt the C0bITTM framework?

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

• Question 50:

  Which process is responsible for supplying first-line support and assistance in daily use of iT services?

  A. Availability management
  B. Incident management
  C. Service level management D. Service reporting
  B. Incident management