EX0-114 Online Practice Questions and Answers

What is the most common process that is associated with the Service Desk?

A. Change Management

B. Configuration Management

C. Incident Management

D. Service Level Management

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

In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?

A. Capacity Management

B. Service Level Management

C. Configuration Management

D. Availability Management

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Availability Management

B. Incident Management

C. Service Desk

D. Service Level Management

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A. After the breach

B. Before the breach

C. During service reporting

D. Never

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

In many organizations, management tasks or parts of those tasks are performed t>y third parties. Agreements are made with these parties that are expressed in contracts. What are these contracts called?

A. Service Level Agreements (SLAs)

B. Operational Level Contracts

C. Service Contracts

D. Underpinning Contracts

One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity?

A. Change Management

B. Configuration Management

C. Release Management

D. Service Desk

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

Which process is responsible for registering the relationships within the IT infrastructure?

A. Asset Management

B. Change Management

C. Configuration Management

D. Release Management