EX0-114 Exam Questions

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

What is used for the assessment of maturity of organizations?

What is the aim of an internal audit?

When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements?

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 th...

What is an ISO/EC 20000 requirement relating to the service management plan?

What is required for an implementation of IT Service Management to be successful?

What is a function of processes?

Which statement with regard to Information Security Management is true?

Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?

What is the purpose of CobiTTM?

Why is it important that the Service Desk attempts to link an Incident to a Known Error?

What must be included in a well defined Process structure?

One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand tren...

What is required to be in place for emergency changes?

Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?

The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the fo...

What is the objective of the Security Management process?

What is the most common process that is associated with the Service Desk?

Quality Management Systems can assist organizations in enhancing what?

What is a Configuration Baseline?

Deming proposed a system of continuous improvement. Which four activities does this system involve?

In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficien...

What is known as a temporary solution that enables the user to continue working?

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

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

What has to be included in a well defined process?

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

What is a best practice for Capacity Management?

What is meant by the Urgency of an Incident?

What is the objective of the service reporting process?

Which of the following actions should be taken to ensure continual improvement of a Service Management System?

Updates to the Service Level Agreement (SLA) shall be under the control of which process?

What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?

While planning for service improvements, what is an important best practice to consider?

What can be improved by achieving quality objectives?

Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?

What are the main criteria to check whether ISO/IEC 20000 is applicable for service provider?

What purpose can the ISO/IEC 20000 standard serve?

Which of the following is within the scope of the requirements of ISO/IEC 20000?

Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?