EX0-114 Online Practice Questions and Answers

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

What defines Service Quality?

A. A series of activities that can be assessed in advance by a provider and customer

B. Achieving a 99.999% continuous level of availability

C. Meeting stated customer requirements and expectations

D. Providing a cost-effective service

What is used for the assessment of maturity of organizations?

A. CMMI?

B. CobITTM

C. ITIL?

D. MOF

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

A. Change Management

B. Configuration Management

C. Incident Management

D. Service Level Management

What is the purpose of CobiTTM?

A. to provide a high level process model that organizes a broad range of IT activities

B. to provide a set of detailed practices on how to implement processes and is therefore well suited as aprocess implementation tool

C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley(SOX) requirements

D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks

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

Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?

A. Availability Management

B. Incident Management

C. Service Desk

D. Service Level Management

What is a Known Error?

A. A serious incident whose resolution is known

B. A Problem that is resolved

C. A Problem for which the cause and Workaround have been identified

D. A Problem that cannot be matched

In the context of standards, what does the term "conformity" stand for?

A. Alignment of an audit nonconformity report to a re-audit report

B. Compliance with a requirement

C. Quality Management System certification by an approved body

D. Verification of supplier certification

Which processes should the Plan, Do, Check, Act methodology be applied to?

A. all of the processes within the scope

B. the Planning and Implementing Service Management process

C. the Requirements for a Management System process

D. those that support business critical services