EX0-115 Online Practice Questions and Answers

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Availability Management

B. Incident Management

C. Service Desk

D. Service Level Management

Which statement with regard to Information Security Management is true?

A. Information Security Management to specifically focus on managing Information Security effective within all information 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 Management procedure.

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

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

Which of the following is a best practice concerning information security risk assessment?

A. Information security risk assessments should be carried out by an external auditor to maintain objectivity.

B. Information security risk assessments should be performed as a result of the review of every incident.

C. Information security risk assessments should be performed at agreed intervals and be maintained during changes.

D. Information security risk assessments should be performed once a year.

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

One of the key activities in Supplier management is managing contracts with various suppliers. Which activity would not be included according to ISO/IEC 20000-1?

A. defining a point of contact who manages the relationship

B. defining criteria for subcontractors

C. ensuring the contract reflects current requirements

D. monitoring supplier performance against agreed targets

A number of new PCs have been installed at a company's offices. For which activity was the Configuration management process responsible?

A. Establishing the correct links in the Local Area Network

B. Installing software

C. Making available the necessary user's manuals

D. Recording data regarding the PCs