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EX0-115 Online Practice Questions and Answers

Questions 4

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?

A. Error Control

B. Identification of root causes

C. Proactive Problem Management

D. Problem Control

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Questions 5

Quality Management Systems can assist organizations in enhancing what?

A. Customer satisfaction

B. ISO/EC 20000

C. Relationship with third parties

D. Supplier satisfaction

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Questions 6

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

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Questions 7

What is the contribution of Availability Management to the Service Level Management process?

A. Availability Management provides information about the availability of the services being provided.

B. Availability Management acts in consultation with users to determine the availability of IT services.

C. Availability Management supplies data about the availability requirements of users.

D. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.

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Questions 8

What is mandatory to define in the incident management procedures?

A. The escalation of incidents

B. The implementation of emergency changes

C. The recording of deficiencies in the configuration management database (CMDB)

D. The recording of problems

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Questions 9

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?

A. Availability Management

B. Capacity Management Financial

C. Management for IT Services

D. IT Service Continuity Management

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Questions 10

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

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Questions 11

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

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Questions 12

Which process aims to prevent incidents resulting from changes to the IT infrastructure?

A. Availability Management

B. Change Management

C. Incident Management

D. Problem Management

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Questions 13

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

A. to be able to charge to the correct users of the service

B. to be able to provide reports to management

C. to prevent repetitive occurrence of Incidents

D. to provide input to the Capacity Database

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Questions 14

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

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Questions 15

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

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Questions 16

What measure or technique will be used to show progress of process objectives for a Service provider?

A. CMMI®

B. Critical success factor (CSF)

C. Key performance indicator (KPI)

D. Six Sigma®

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Questions 17

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

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Questions 18

Staff competencies and training needs shall be reviewed and managed. Why is this necessary?

A. To enable employees to perform their role effectively

B. To help staff to further their career

C. To improve service reporting

D. To reduce the operational cost of the organization

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Exam Code: EX0-115
Exam Name: IT Service Management Foundation based on ISO/IEC 20000
Last Update: Mar 24, 2024
Questions: 136 Q&As

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