EX0-115 Online Practice Questions and Answers

What would increase the amount of detail in the Configuration Management Database (CMDB)?

A. Increasing the scope of the CMDB

B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB

C. Increasing the number of records in the CMDB

D. Increasing the use of the CMDB

What does the term "Integrity" mean in the context of Information Security Management?

A. Protecting the information against unauthorized use

B. Monitoring the access to information

C. The accuracy, completeness and correctness of the information

D. Screening the support staff on their loyalty to the IT organization

The success and failure of Releases shall be measured. What is included in these measurements?

A. The frequency and types of Releases

B. The Incidents related to a Release in the period following a Release

C. The Release dates

D. The Request for Change (RFC)

What are the key contents of an IT Service Management system?

A. A documented organizational and operational structure

B. A software system for the ticket

C. A software system to monitor the key performance indicators (KPIs)

D. Systematic processes for ticket recording and follow-up only

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 Service Provider

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

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

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)

Due to excessive workload, the Desktop Support group has been unable to meet their agreed service levels. One of the major contributing factors is the time being spent in direct communication with users. Which Process or Function can help to alleviate some of this workload?

A. Incident Management

B. Problem Management

C. Service Desk Service

D. Level Management

Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?

A. constant quality

B. incorporating technological innovations

C. innovating the way services are provided

D. methodological order based on best practices

What is the objective of the maintain and improve the SMS stage (Act)?

A. to improve the efficiency and effectiveness of the business

B. to improve the efficiency and effectiveness of the processes

C. to improve the efficiency and effectiveness of service provision

D. to improve the efficiency and effectiveness of service support