EX0-114 - IT Service Mgmt Foundation Bridge based on ISO/IEC 20000

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Example Questions

What is the definition of IT Service Management? What is a shared concept of both ISO/IEC 27001 and ISCWIEC 20000? In the context of standards, what does the term "conformity" stand for? Which statement below is not a purpose of Supplier Management procedures? One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this? The success and failure of Releases shall be measured. What is included in these measurements? A Release policy needs to be documented and agreed. What must be included in the Release policy? A company decides to apply the principle of continual improvement. Which action would result from this decision? When improving the IT Service Management system, what needs to be considered to ensure on- going compliance with the service provider's corporate objectives / requirements? What is a Known Error? What data is recorded when an incident is reported to the Service Desk? What defines Service Quality? 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? One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources. Which process or function is responsible for this activity? A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified? What can be improved by achieving quality objectives? Which processes should the Plan, Do, Check, Act methodology be applied to? What must be included in a well defined Process structure? Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved? What may define the scope of Service Management in the Service Management plan? What defines Service Quality'? Which of the following activities in the Problem Management process is related to the Change Management process? 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? Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation? Which process is responsible for registering the relationships within the IT infrastructure? What is the objective of the Security Management process? Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'? Quality Management Systems can assist organizations in enhancing what? Which of the following is a best practice concerning information security risk assessment? 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? What is known as a temporary solution that enables the user to continue working? What is the best definition of "Quality system"? What is the purpose of CobiTTM? What does Service Management aim to achieve? What is an ISO/EC 20000 requirement relating to the service management plan? What does the term "Integrity" mean in the context of Information Security Management? What are the key contents of an IT Service Management system? What is the objective of a Management System? Which process aims to prevent incidents resulting from changes to the IT infrastructure? Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained? What is the difference between a process owner and a process manager? Which process includes the responsibility of recovering the service as quickly as possible? Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future? What is required to be in place for emergency changes? 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? What is a function of processes? Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult? Why is it important that the Service Desk attempts to link an Incident to a Known Error? Which process has the goal to maintain and improve rr Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the investigation of actions to eradicate poor service? Different types of events are reported to the Service Desk. Which event is an incident?