When implementing Service management, what is the recommended method to deliver the best possible service to meet a customer's business needs?
A. All employees should have attended an IT service management Foundation course.
B. Combine the best practices from ITIL® CobiTTM and Six Sigma® to meet the customer's business needs.
C. Each service management process needs to have its own dedicated process manager.
D. The Service management processes should meet the requirements in ISO/IEC 20000.
Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption.
Which process is responsible to insure that the business requirements are met during such circumstances?
A. Availability management
B. Service continuity management
C. Service level management
D. Supplier management
Which process is responsible for supplying first-line support and assistance in daily use of iT services?
A. Availability management
B. Incident management
C. Service level management
D. Service reporting
The effects of a disaster on IT services can be severe. Measures should be taken to prevent, detect, prepare for and mitigate these effects.
Which process is responsible for taking these measures?
A. Availability management
B. Information security management
C. Service continuity management
D. Service level management
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.
What best describes the term Mean Time Between Failures (MTBF)?
A. the average downtime
B. the agreed downtime
C. the average failure-free interval
D. the agreed failure-free interval
Service providers manage various documents and records to ensure effective planning, operation and control of Service management.
Which of these is a record?
A. Process description
B. Change Advisory Board (CAB) meeting minutes
C. Service level agreement (SLA)
D. Service management policy
Which factor partly determines the priority of an Incident?
A. the category
B. the impact
C. the requisite resources
D. the wishes of the customer
Top management needs to ensure that employees are aware of the relevance and importance of their activities.
What else do all employees need to be aware of?
A. How they can provide policies and a framework for a Service management system
B. How they contribute to the achievement of the Service management objectives
C. How they contribute to the Total cost of ownership (TCO)
D. How they contribute to total salary reduction
What is the main outcome of the Business Relationship Management process?
A. Changes to service requirements
B. Complaints policy
C. Customer relationship and satisfaction
D. Service reviews
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