EX0-115 Online Practice Questions and Answers

What is the definition of IT Service Management?

A. An organization supping services to one or more customers

B. Best practice guidance for operating services

C. Requirements for delivering service based upon best practices

D. Specialized organizational capabilities providing value to customers

What does the term "Integrity" mean in the context of Information Security Management?

A. Protecting the information against unauthorized use

B. Monitoring the access to information

C. The accuracy, completeness and correctness of the information

D. Screening the support staff on their loyalty to the IT organization

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

A. Documentation should be kept at least five years for auditing purposes.

B. Documentation should be protected from damage due to IT related disasters.

C. Documentation should be stored at a central place and be only accessible via procedures

D. Documentation should refer to the requirements of ISO/EC 20000 for audit purposes.

What is the purpose of CobiTTM?

A. to provide a high level process model that organizes a broad range of IT activities

B. to provide a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool

C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley (SOX) requirements

D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

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

According to ISO/IEC 20000-1, the use of suppliers to provide aspects of the Service Management processes is acceptable.

What level of the supply chain must the service provider manage?

A. All relationships between lead and subcontracted suppliers

B. Only the relationship between the lead supplier and service provider

C. Only as agreed in the contracts between the various parties

D. Only the subcontractors as the lead supplier is integral to the service delivery and self- managing

Which process reports about software failures resulting from software changes?

A. Availability management

B. Incident and service request management

C. Problem management

D. Service reporting

Which process has the intent to ensure that the available supply of processing power matches the business demands, both now and in the future?

A. Availability management

B. Budgeting and accounting for services

C. Capacity management

D. Service continuity management

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

A. A focus on Information security management above all other processes

B. Consistent implementation of the PDCA cycle

C. Control of information assets in a Configuration management database (CMDB)

D. The possibility of increasing business success by means of a self-assessment process

What is an example of a Configuration item (CI)?

A. Location of a server

B. Name of the supplier of an Underpinning contract (UC)

C. Serial number

D. Service catalogue