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Practice EXIN EX0-115 exam question 1-13
QUESTION 1
The contents of a service must be agreed between the service provider and the interested parties.
Which aspect, as per ISO/IEC 20000-1 should be documented for each agreed service report?
A. Cost
B. Delivery method
C. Formatting
D. Purpose
Correct Answer: D
QUESTION 2
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a
secure location.
What is the name of this location?
A. Capacity Database
B. Configuration Management Database (CMDB)
C. Definitive Software Library (DSL)
D. Software Distribution Library
Correct Answer: C
QUESTION 3
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 4
What is an attribute of a Configuration item (CI)?
A. An attribute provides information about the CI involved.
B. An attribute is a CI that provides information to the processes.
C. An attribute is a software package.
D. An attribute is a label that is attached to a machine.
Correct Answer: A
QUESTION 5
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
Correct Answer: B
QUESTION 6
According to the ISO/IEC 20000-1:2011 standard it is important that a process exists to deal with contractual disputes
with suppliers.
Which process is responsible for the definition of this process?
A. Business relationship management
B. Contract management
C. Service level management
D. Supplier management
Correct Answer: D
QUESTION 7
A Post implementation review (PIR) is used to determine whether a corrective change has been successfully
implemented.
Which process works in conjunction with Change management during a PIR?
A. Problem management
B. Configuration management
C. Release management
D. Capacity management
Correct Answer: A
QUESTION 8
What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Correct Answer: A
QUESTION 9
Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Correct Answer: A
QUESTION 10
Which process or function has the responsibility of distributing information to users?
A. Change Management
B. Customer Relationship Management
C. Incident Management
D. Service Desk
Correct Answer: D
QUESTION 11
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.
Correct Answer: C
QUESTION 12
What is the best definition of “Quality system”?
A. ability to maintain availability of the IT infrastructure, services and supporting organization to ensure these
requirements are met consistently
B. mandatory Quality management practices followed by everyone in the service provider organizations
C. organizational structure related to responsibilities, procedures and resources for implementing quality management
D. set of the measures and procedures used to ensure that the services provided continue to fulfill the expectations of
the customer and the relevant agreements
Correct Answer: C
QUESTION 13
Who or what should always be informed in case a release is rejected, delayed or cancelled?
A. Business relationship management
B. Change management
C. Incident management
D. The senior management representative
Correct Answer: B
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