EX0-115 by EXIN Valid Free Exam Practice Test

Question 1

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

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

Correct Answer: A

Question 2

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A. methodological order based on best practices B. incorporating technological innovations C. constant quality D. innovating the way services are provided

Correct Answer: C

Question 3

What is the objective of a Management System?

A. to provide the policies and the framework that is needed for the effective management and implementation of all IT services B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality D. to define, agree, record and manage levels of services

Correct Answer: A

Question 4

A Change leads to a modification of an IT element.
Which of the following terms best describes the element being modified?

A. A Service B. A Configuration Item C. A developed application D. A deployed infrastructure

Correct Answer: B

Question 5

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

Correct Answer: B

Question 6

Which process includes the responsibility of recovering the service as quickly as possible?

A. Availability Management B. IT Service Continuity Management C. Incident management D. Problem Management

Correct Answer: C

Question 7

According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes with suppliers.
Which process is responsible for the definition of this process?

A. Supplier management B. Business relationship management C. Contract management D. Service level management

Correct Answer: A

Question 8

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 made up from service requirements and SLAs if available. D. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.

Correct Answer: D

EXIN IT Service Management Foundation based on ISO/IEC 20000 - EX0-115 Exam Practice Test