EX0-114 Exam Questions
91 real EX0-114 exam questions with expert-verified answers and explanations. Page 2 of 2.
- Question #51
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
- Question #52
What is used for the assessment of maturity of organizations?
- Question #53
What is the aim of an internal audit?
- Question #54
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?
- Question #55
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...
- Question #56
What is an ISO/EC 20000 requirement relating to the service management plan?
- Question #57
What is required for an implementation of IT Service Management to be successful?
- Question #58
What is a function of processes?
- Question #59
Which statement with regard to Information Security Management is true?
- Question #60
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
- Question #61
What is the purpose of CobiTTM?
- Question #62
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
- Question #63
What must be included in a well defined Process structure?
- Question #64
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...
- Question #65
What is required to be in place for emergency changes?
- Question #66
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
- Question #67
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...
- Question #68
What is the objective of the Security Management process?
- Question #69
What is the most common process that is associated with the Service Desk?
- Question #70
Quality Management Systems can assist organizations in enhancing what?
- Question #71
What is a Configuration Baseline?
- Question #72
Deming proposed a system of continuous improvement. Which four activities does this system involve?
- Question #73
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...
- Question #74
What is known as a temporary solution that enables the user to continue working?
- Question #75
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
- Question #76
Different types of events are reported to the Service Desk. Which event is an incident?
- Question #77
What has to be included in a well defined process?
- Question #78
What would increase the amount of detail in the Configuration Management Database (CMDB)?
- Question #79
What is a best practice for Capacity Management?
- Question #80
What is meant by the Urgency of an Incident?
- Question #81
What is the objective of the service reporting process?
- Question #82
Which of the following actions should be taken to ensure continual improvement of a Service Management System?
- Question #83
Updates to the Service Level Agreement (SLA) shall be under the control of which process?
- Question #84
What characteristic do the ISO/IEC 27001 and ISO/IEC 20000 standards have in common?
- Question #85
While planning for service improvements, what is an important best practice to consider?
- Question #86
What can be improved by achieving quality objectives?
- Question #87
Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
- Question #88
What are the main criteria to check whether ISO/IEC 20000 is applicable for service provider?
- Question #89
What purpose can the ISO/IEC 20000 standard serve?
- Question #90
Which of the following is within the scope of the requirements of ISO/IEC 20000?
- Question #91
Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?