What does Service Management aim to achieve?
A. to exceed expectations at all times based on solid processes followed rigidly at all times
B. to exceed expectations occasionally, recognizing that the customer will be disappointed at other times
C. to provide an agreed and well-defined level of quality, based on ongoing communication with the customer
D. to provide well-defined processes and measures, by which the Service Management organization can rate their quality for the customer
An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade.
Which process or function is responsible for rolling out these Changes?
A. Change Management
B. Release Management
C. Security Management
D. Service Desk
Input from other Service Management processes is required to keep the IT service continuity plan current Which process has the most to contribute?
A. Change management
B. Availability management
C. Financial management for IT services
D. Problem management
When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
A Release policy needs to be documented and agreed. What must be included in the Release policy?
A. an analysis of the success or failure of
B. Releases Requests For Change (RFCs)
C. the frequency and type of Releases D. the Release dates
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
A. Availability Management
B. Capacity Management Financial
C. Management for IT Services
D. IT Service Continuity Management
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
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must be available in at least one hard copy and approved
B. It must include the documented procedures specified by the standard
C. It must include the scope of the organization's service management plan
D. It must never include any know-how of the organization
What is required for an implementation of IT Service Management to be successful?
A. A top-down approach whereby the management of the organization strongly and visibly enforces the implementation
B. Buy-in specifically from the levels in the organization which will be operationally involved in IT Service Management activities
C. The appointment of a specialist department responsible for the development of the process structures
D. The involvement and commitment of personnel at all levels in the organization from operational staff to top management
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only EXIN exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your EX0-115 exam preparations and EXIN certification application, do not hesitate to visit our Vcedump.com to find your solutions here.