EX0-115 - IT Service Management Foundation based on ISO/IEC 20000

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Example Questions

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? What is the objective of a Management System? While planning for service improvements, what is an important best practice to consider? 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? 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"? 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? 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? What is an ISO/EC 20000 requirement relating to the service management plan? 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? What is used for the assessment of maturity of organizations? What is a function of processes? What is required to be in place for emergency changes? What is a Known Error? What is a purpose of ISO/IEC 20000? 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? What is the difference between a process owner and a process manager? 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? 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? What is the definition of IT Service Management? 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? A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified? What are the key contents of an IT Service Management system? What is the objective of the Security Management process? What is required for an implementation of IT Service Management to be successful? The service provider thinks that the service levels will not be met might a certain incident occur. When will the customer be informed? The success and failure of Releases shall be measured. What is included in these measurements? What is the aim of an internal audit? 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? What can be improved by achieving quality objectives? Problem Management is responsible for carrying out trend analysis of Incident volumes and types. What is the reason for this? What does the term "Integrity" mean in the context of Information Security Management? Which process has the objective to ensure that the available supply of processing power matches the business demands, both now and in the future? 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? What is a best practice for Capacity Management?