EX0-115 Online Practice Questions and Answers

What has to be included in a well defined process?

A. Expected outcomes

B. Functions

C. Statistical support

D. Timelines

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)

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 these contracts called?

A. Service Level Agreements (SLAs)

B. Operational Level Contracts

C. Service Contracts

D. Underpinning Contracts

When a new service is being planned Service Level Management (SLM) needs to ensure that existing performance levels of other IT services will not be unduly impacted. From which process will Service Level Management (SLM) require input?

A. Availability Management

B. Capacity Management Financial

C. Management for IT Services

D. IT Service Continuity Management

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 the intent of Design and transition of new or changed services?

A. to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

B. to ensure that approved Changes in the IT infrastructure are implemented with acceptable risks for the current and new IT services

C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

D. to ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

What is the added value of a service being delivered according to IT service management best practice?

A. You can specifically define the service by means of a Service level agreement (SLA).

B. Services facilitate outcomes for customers.

C. You do not have to invest in processes to control the service.

D. Services have a lower total cost of ownership.

Over the years, an insurance company has become more dependent on the information systems at the office. This has led to an arrangement which ensures the continual delivery of the most important IT services in the event of a major business disruption.

Which process is responsible to insure that the business requirements are met during such circumstances?

A. Availability management

B. Service continuity management

C. Service level management

D. Supplier management

Staff competencies and training needs shall be reviewed and managed. Why is this necessary?

A. To enable employees to perform their role effectively

B. To help staff to further their career

C. To improve service reporting

D. To reduce the operational cost of the organization

How should the requirements for Service continuity and availability be identified?

A. These should be identified based upon historical data for major incidents and their business impact on the organization.

B. These should be identified on the basis of customer satisfaction investigations, so that the real user needs can be considered.

C. These should be identified based upon the business priorities, Service level agreements (SLAs) and assessed risks.

D. These should be made up from service requirements and SLAs if available.