EX0-115 Online Practice Questions and Answers

Deming proposed a system of continuous improvement.

Which four activities does this system involve?

A. Plan. Do. Check and Act

B. Plan. Do. Evaluate and Act

C. Plan. Perform. Audit and Improve

D. Plan. Perform. Evaluate and Act

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

What is the best definition of "Quality system"?

A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently

B. mandatory Quality management practices followed by everyone in the service provider organizations

C. organizational structure related to responsibilities, procedures and resources for implementing quality management

D. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of the customer and the relevant agreements

What data is recorded when an incident is reported to the Service Desk?

A. the name of the person reporting the Incident

B. the name of the person handling the Problem

C. the name of the person who approves the Request for Change (RFC)

D. the names of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)

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

A. because this is part of the IT Service Management model

B. because this means the incident can be resolved more quickly

C. because this allows incidents to be better tracked

D. because otherwise Problem Management cannot work

Which process or function has the objective of recording and providing technical information about the if infrastructure?

A. Budgeting and accounting for services

B. Configuration management

C. Service desk

D. Service level management

One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?

A. defining a point of contact who manages the relationship

B. defining criteria for subcontractors

C. ensuring the contract reflects current requirements

D. monitoring supplier performance against agreed targets

What is a valid description of an IT service?

A. A service as defined in the Service catalogue

B. A service that is deemed critical by the customer

C. Something of value delivered using IT, that is provided to a customer

D. Strategic support provided to a customer

What is the added value of a service being delivered according to IT service management best practice?

A. You can specifically define the service by means of a Service level agreement (SLA).

B. Services facilitate outcomes for customers.

C. You do not have to invest in processes to control the service.

D. Services have a lower total cost of ownership.

One of the activities of Release and deployment management involves testing and Release acceptance. When can Release management start with implementation planning?

A. As soon as the documentation for managing and supporting the Release is also complete and up to date.

B. As soon as the users have tested the Release.

C. As soon as Change management has approved the Release.

D. As soon as the technicians have tested the Release and no adverse impact of this Release is expected

in the rest of the IT infrastructure.