EXIN EXIN Certifications EX0-115 Questions & Answers

• Question 81:

  What is a purpose of ISO/IEC 20000?

  A. to promote the adoption of an integrated process approach

  B. to promote the adoption of IT governance

  C. to provide best practice guidance on IT Service Management

  D. to provide best practice guidance on security management

  Correct Answer: A

• Question 82:

  A number of important documents are used within Service Level Management One of these documents

  consists of an overview of services and Service Levels offered.

  What is the name of the document?

  A. Service Catalog

  B. Service Level Agreement (SLA)

  C. Service Level Requirement

  D. Underpinning Contract

  Correct Answer: A

• Question 83:

  When can the building and testing of a Change begin?

  A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board

  B. As soon as there is a correct network plan for the change

  C. As soon as the Request for Change (RFC) has been formally authorized

  D. As soon as the Request for Change (RFC) has been classified

  Correct Answer: C

• Question 84:

  What may define the scope of Service Management in the Service Management plan?

  A. the location of the services

  B. the number of staff

  C. the size of the infrastructure

  D. the specific processes undertaken

  Correct Answer: A

• Question 85:

  What is a best practice for Capacity Management?

  A. A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.

  B. Decisions about service provision should be based on cost effectiveness comparisons.

  C. The resilience of the infrastructure components should be measured and included in the Capacity plan.

  D. The Service Catalog should be maintained and kept up-to-date.

  Correct Answer: A

• Question 86:

  What is meant by the Urgency of an Incident?

  A. the degree to which the solution of an incident tolerates delay

  B. the degree to which the incident gives rise to a deviation from the normal service level

  C. the time needed by IT Services to resolve the incident

  D. the relative importance of the incidents when handling them

  Correct Answer: A

• Question 87:

  What is the objective of the service reporting process?

  A. to document measures taken to manage information security effectively within all service activities

  B. to minimize disruption to the business by using the information contained in reports in order to identify and analyze the cause of Incidents

  C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

  D. to provide progress reports on the planning and implementation of service management

  Correct Answer: C

• Question 88:

  What is a parameter for measuring progress relative to key objectives in an organization?

  A. Balanced Scorecard (BCS)

  B. Critical Success Factor (CSF)

  C. Key Performance Indicator (KPI)

  D. Service Improvement Program (SIP)

  Correct Answer: C

• Question 89:

  Which process is responsible for registering the relationships within the IT infrastructure?

  A. Asset Management

  B. Change Management

  C. Configuration Management

  D. Release Management

  Correct Answer: C

• Question 90:

  Which of the following activities in the Problem Management process is related to the Change Management process?

  A. identifying Problems

  B. classifying Problems

  C. correcting Problems

  D. investigating a solution

  Correct Answer: C