EX0-115 Online Practice Questions and Answers

Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?

A. Business Relationship Management

B. Change Management

C. Release Management

D. Service Level Management

Which process includes the responsibility of recovering the service as quickly as possible?

A. Availability Management

B. IT Service Continuity Management

C. Incident management

D. Problem Management

A Release policy needs to be documented and agreed. What must be included in the Release policy?

A. an analysis of the success or failure of

B. Releases Requests For Change (RFCs)

C. the frequency and type of Releases D. the Release dates

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

Through which process does the implementation of a new or changed service, including closure of a service, need to be planned and approved?

A. Business relationship management

B. Change management

C. Release management

D. Service level management

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

Why would an IT service provider adopt the C0bITTM framework?

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

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

C. to adopt a certified measurement framework that legally provides proof of meeting the SarbanesOxley (SOX) requirements

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

The Supplier Management process must define several formal policies and procedures to cover possible events in the service provider-supplier relationship.

According to ISO/IEC 20000-1, what would not be defined?

A. Complaints procedure

B. Contractual disputes

C. Early termination of the contract

D. Transfer of service

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

What is a valid reason for an IT service provider to adopt and implement the ISO/IEC 20000 standard?

A. To adopt an integrated process approach to manage services

B. To adopt IT governance

C. To adopt an international standard on Information security management

D. To adopt the best practices of IT service management