EX0-114 Online Practice Questions and Answers

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

Different types of events are reported to the Service Desk. Which event is an incident?

A. Information about the rollout of a specific application

B. A notification that a new toner cartridge has just been installed in a printer

C. A report that the printer is not working

D. A request for the installation of a new bookkeeping package

What is a Known Error?

A. A serious incident whose resolution is known

B. A Problem that is resolved

C. A Problem for which the cause and Workaround have been identified

D. A Problem that cannot be matched

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

Which statement below is not a purpose of Supplier Management procedures?

A. That business transactions between all parties are recorded

B. That information on the performance of all suppliers can be observed and acted upon

C. That it is made clear that the supplier cannot subcontract part of the delivered services to the ServiceProvider

D. That the suppliers understand their obligation to the Service Provider

The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?

A. After the breach

B. Before the breach

C. During service reporting

D. Never

What is the aim of an internal audit?

A. To ensure and improve one's own quality capability

B. To instruct all employees that quality-related requirements must be observed

C. To monitor employee performance

D. To verify whether the defined key performance indicators (KPIs) are actually determined

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

Which statement with regard to Information Security Management is true?

A. Information Security Management to specifically focus on managing Information Security effective within allinformation systems.

B. Management with appropriate authority shall approve an Information Security policy.

C. Security Incidents need to be reported and recorded immediately in line with the Problem Managementprocedure.

D. Security Incidents shall only be reported and recorded if they affect more than one user

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 costand services quality

D. to provide the policies and the framework that is needed for the effective management and implementationof all IT services

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

According to ISO/IEC 20000, what is the minimum frequency for the Service Provider and the Customer to attend a service review meeting for discussing changes to the service scope?

A. annually

B. monthly

C. only when there is a business need to change the service

D. quarterly

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

What is a best practice for Capacity Management?

A. A Capacity plan documenting the actual performance and the expected requirements should be produced atleast 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.