EX0-110 by EXIN Valid Free Exam Practice Test

Question 1

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

A. the possibility of increasing business success by means of a self-assessment process B. improved compatibility with other management systems C. consistent implementation of the PDCA cycle in IT Service Management D. a focus on Information Security Management above all other processes

Correct Answer: C

Question 2

What is the purpose of defining the requirements for a Service Management System?

A. To ensure that new services are deliverable and manageable against the customer requirements B. To realize a Management System framework for IT Service Management C. To safeguard the implementation and delivery of Service Management D. To provide policies and a framework to enable effective management and implementation of all services

Correct Answer: D

Question 3

What is the objective of the Continual Improvement (Act) stage of Planning and Implementing Service Management, as described in the ISO/IEC 20000 standard?

A. to improve the efficiency and effectiveness of service support B. to improve the efficiency and effectiveness of the business C. to improve the efficiency and effectiveness of the ITIL processes D. to improve the efficiency and effectiveness of service delivery and management

Correct Answer: D

Question 4

What is the aim of an internal audit?

A. to verify whether the defined key performance indicators are actually determined B. to monitor employee performance C. to ensure and improve one's own quality capability D. to instruct all employees that quality-related requirements must be observed

Correct Answer: C

Question 5

What is the definition of quality according to ISO 9000?

A. Quality is when the expectations from the customer to a certain service or product are being delivered to the customer. B. Quality is when the agreed service levels of a specific and defined service are met during more then six subsequent periods. C. Quality is when the requirements and expectations of all stakeholders involved in the product lifecycle are being fulfilled. D. Quality is when all features of a service which are agreed with the customer are being delivered to the customer.

Correct Answer: D

Question 6

Service providers need to provide documents and records to ensure effective planning, operation and control of Service Management. Which of these is a record?

A. Process description B. Request for change (RfC) C. Service level agreement (SLA) D. Service Management policy

Correct Answer: B

EXIN Foundation Bridge Exam IT Service Management ISO/IEC 20000 - EX0-110 Exam Practice Test