EX0-114 Online Practice Questions and Answers

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

A. Information about the rollout of a specific application

B. A notification that a new toner cartridge has just been installed in a printer

C. A report that the printer is not working

D. A request for the installation of a new bookkeeping package

What has to be included in a well defined process?

A. Expected outcomes

B. Functions

C. Statistical support

D. Timelines

What is the definition of IT Service Management?

A. An organization supping services to one or more customers

B. Best practice guidance for operating services

C. Requirements for delivering service based upon best practices

D. Specialized organizational capabilities providing value to customers

What does the term "Integrity" mean in the context of Information Security Management?

A. Protecting the information against unauthorized use

B. Monitoring the access to information

C. The accuracy, completeness and correctness of the information

D. Screening the support staff on their loyalty to the IT organization

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

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

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 a best practice for Capacity Management?

A. A Capacity plan documenting the actual performance and the expected requirements should be produced atleast annually.

B. Decisions about service provision should be based on cost effectiveness comparisons.

C. The resilience of the infrastructure components should be measured and included in the Capacity plan.

D. The Service Catalog should be maintained and kept up-to-date.

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 objective of the service reporting process?

A. to document measures taken to manage information security effectively within all service activities

B. to minimize disruption to the business by using the information contained in reports in order to identify andanalyze the cause of Incidents

C. to produce agreed, timely, reliable, accurate information to aid decision making and effective communication

D. to provide progress reports on the planning and implementation of service management