EXIN EXIN Certifications EX0-114 Questions & Answers

• Question 41:

  In the context of standards, what does the term "conformity" stand for?

  A. Alignment of an audit nonconformity report to a re-audit report

  B. Compliance with a requirement

  C. Quality Management System certification by an approved body

  D. Verification of supplier certification

  Correct Answer: B

• Question 42:

  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

  Correct Answer: C

• Question 43:

  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.

  Correct Answer: A

• Question 44:

  What are the key contents of an IT Service Management system?

  A. A documented organizational and operational structure

  B. A software system for the ticket

  C. A software system to monitor the key performance indicators (KPIs)

  D. Systematic processes for ticket recording and follow-up only

  Correct Answer: A

• Question 45:

  While planning for service improvements, what is an important best practice to consider?

  A. Service improvement targets should be measurable, linked to business objectives and documented in aplan.

  B. The progress of service improvement should be discussed at least weekly in the steering committee.

  C. The progress should be monitored closely by an independent project manager to maintain objectivity.

  D. The service improvement targets should not change until the target is reached, or else no consistency ismaintained

  Correct Answer: A

• Question 46:

  Which of the following is a best practice concerning information security risk assessment?

  A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.

  B. Information security risk assessments should be performed as a result of the review of every incident.

  C. Information security risk assessments should be performed at agreed intervals and be maintained duringchanges.

  D. Information security risk assessments should be performed once a year.

  Correct Answer: C

• Question 47:

  A company decides to apply the principle of continual improvement. Which action would result from this decision?

  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 annual

  D. Start an internal service organization evaluation

  Correct Answer: A

• Question 48:

  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. Incident Management

  B. Problem Management

  C. Service Desk Service

  D. Level Management

  Correct Answer: C

• Question 49:

  What defines Service Quality?

  A. A series of activities that can be assessed in advance by a provider and customer

  B. Achieving a 99.999% continuous level of availability

  C. Meeting stated customer requirements and expectations

  D. Providing a cost-effective service

  Correct Answer: C

• Question 50:

  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 ManagementDatabase (CMDB)

  Correct Answer: A