EX0-115 - IT Service Management Foundation based on ISO/IEC 20000
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An e-mail client software upgrade requires a security patch for the operating system and a memory upgrade. Which process or function is responsible for rolling out these Changes?
In the context of standards, what does the term "conformity" stand for?
Compliance with a requirement
What is the objective of a Management System?
to provide the policies and the framework that is needed for the effective management and implementation of all IT services
While planning for service improvements, what is an important best practice to consider?
Service improvement targets should be measurable, linked to business objectives and documented in a plan.
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location. What is the name of this location?
Definitive Software Library (DSL)
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?
Which process or function has the responsibility of distributing information to users?
What is the best definition of "Quality system"?
organizational structure related to responsibilities, procedures and resources for implementing quality management
Which process includes the responsibility of recovering the service as quickly as possible?
What is a parameter for measuring progress relative to key objectives in an organization?
Key Performance Indicator (KPI)
Which aspect of the IT-Service Industry is considered to be one of the most important, but also one of the most difficult?
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?
Any standards defined by the company itself
What is an ISO/EC 20000 requirement relating to the service management plan?
It must never include any know-how of the organization
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?
What is the contribution of Availability Management to the Service Level Management process?
Availability Management provides information about the availability of the services being provided.
What is used for the assessment of maturity of organizations?
What is a function of processes?
They represent a complete set of monitoring options.
What is required to be in place for emergency changes?
policies and procedures
What is a Known Error?
A Problem that cannot be matched
What is a purpose of ISO/IEC 20000?
to promote the adoption of an integrated process approach
A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of the document?
Different types of events are reported to the Service Desk. Which event is an incident?
A report that the printer is not working
What is the difference between a process owner and a process manager?
a process owner is responsible for the effectiveness of the process and a process manager is responsible for the realization of the process
Who or what should always be informed in case a release is rejected, delayed or cancelled?
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
When can the building and testing of a Change begin?
As soon as the Request for Change (RFC) has been formally authorized
Which process is responsible for registering the relationships within the IT infrastructure?
What has to be included in a well defined process?
Which of the following activities in the Problem Management process is related to the Change Management process?
What defines Service Quality?
Meeting stated customer requirements and expectations
What is the definition of IT Service Management?
Specialized organizational capabilities providing value to customers
What must be included in a well defined Process structure?
Which process or function is responsible for supplying first-line support and assistance in daily use of IT services'?
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?
Service Level Management
A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?
A Configuration Item
What are the key contents of an IT Service Management system?
A documented organizational and operational structure
What is the objective of the Security Management process?
to manage information security effectively within all service activities
What is required for an implementation of IT Service Management to be successful?
The involvement and commitment of personnel at all levels in the organization from operational staff to top management
The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed?
Before the breach
The success and failure of Releases shall be measured. What is included in these measurements?
The Incidents related to a Release in the period following a Release
What is the aim of an internal audit?
To ensure and improve one's own quality capability
Which process aims to prevent incidents resulting from changes to the IT infrastructure?
In recent months at a transport company with 1500 desktops, dozens of requests have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening?
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
Documentation should be protected from damage due to IT related disasters.
What can be improved by achieving quality objectives?
Effectiveness of the service
Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this?
to prevent repetitive occurrence of Incidents
What does the term "Integrity" mean in the context of Information Security Management?
Screening the support staff on their loyalty to the IT organization
Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future?
Capacity Management Financial
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?
Capacity Management Financial
What is a best practice for Capacity Management?
A Capacity plan documenting the actual performance and the expected requirements should be produced at least annually.