EXIN EXIN Certifications EX0-114 Questions & Answers

• Question 51:

  What is the difference between a process owner and a process manager?

  A. a process owner is responsible for the effectiveness of the process and a process manager is responsiblefor the realization of the process

  B. a process owner is a director and a process manager is a manager

  C. a process owner must have a Manager's Certificate and a process manager must have a Practitioner'scertificate

  D. a process owner will work directly with business leadership and the process manager only works within IT

  Correct Answer: A

• Question 52:

  Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

  A. constant quality

  B. incorporating technological innovations

  C. innovating the way services are provided

  D. methodological order based on best practices

  Correct Answer: A

• Question 53:

  What is used for the assessment of maturity of organizations?

  A. CMMI?

  B. CobITTM

  C. ITIL?

  D. MOF

  Correct Answer: A

• Question 54:

  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

  Correct Answer: B

• Question 55:

  What is required to be in place for emergency changes?

  A. Capacity plans

  B. Controlled Acceptance Test environment

  C. policies and procedures

  D. Service Continuity Plans

  Correct Answer: C

• Question 56:

  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.

  Correct Answer: B

• Question 57:

  The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re- installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs. What is this advice an example of?

  A. Known Error

  B. Problem

  C. Workaround

  D. Request for Change

  Correct Answer: C

• Question 58:

  What is the objective of the Security Management process?

  A. to manage information security effectively for critical services only

  B. to manage information security effectively for IT staff

  C. to manage information security effectively relating to the financial administration of service activities

  D. to manage information security effectively within all service activities

  Correct Answer: D

• Question 59:

  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

  Correct Answer: C

• Question 60:

  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

  Correct Answer: C