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

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

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

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

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 former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.

What is this advice an example of?

A. Known Error

B. Problem

C. Workaround

D. Request for Change

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

A. because this is part of the IT Service Management model

B. because this means the incident can be resolved more quickly

C. because this allows incidents to be better tracked

D. because otherwise Problem Management cannot work

The rollout of an application software upgrade has been planned. However, a back-out plan has not been developed.

Which process or function should have provided the back-out plan?

A. Availability management

B. Change management

C. Release management

D. Service desk

What triggers a re-test of the Service continuity and availability plans?

A. a major change to the service environment

B. a major disaster having occurred

C. significant periods of unplanned non-availability

D. six months having passed since the last test

What measure or technique will be used to show progress of process objectives for a Service provider?

A. CMMI®

B. Critical success factor (CSF)

C. Key performance indicator (KPI)

D. Six Sigma®

What are the key contents of a Service management system (SMS)?

A. a software system for the ticket system

B. a software system to monitor the Key performance indicators (KPIs)

C. definition of corporate measures to achieve the required level of quality

D. systematic processes for ticket recording and follow-up only