EXIN IT Service Management Foundation based on ISO/IEC 20000 - EX0-115 Free Exam Questions

A. change in business strategy

B. infrastructure changes

C. user training

D. staff recruitment

A. Nothing, the service provider cannot control stock levels of the supplier

B. Find a new vendor who has the request phone

C. Cancel the request and inform the customer

D. Escalate according to procedures

A. to check if contractual obligations for customer satisfaction are being met

B. to optimize the relationship processes so that service levels are exceeded

C. to enable the Service provider to gain information regarding the perception of the customer and to identify improvements required

D. to gather information about potential new services that might be interesting for the end users of the services

A. Service Contracts

B. Service Level Agreements (SLAs)

C. Operational Level Contracts

D. Underpinning Contracts

A. Follow the defined escalation path

B. Ignore it as it will eventually go away

C. Suspend or fire the staff member who is named in the complaint

D. Initiate early contract termination procedures

A. Customer satisfaction

B. Relationship with third parties

C. ISO/EC 20000

D. Supplier satisfaction

A. to ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality

B. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality

C. to ensure that approved Changes in theIT infrastructure are implemented with acceptable risks for the current and newIT services

D. to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner

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 and analyze 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

A. A documented organizational and operational structure

B. Systematic processes for ticket recording and follow-up only

C. A software system to monitor the key performance indicators (KPIs)

D. A software system for the ticket

A. You can specifically define the service by means of a Service level agreement (SLA).

B. Services facilitate outcomes for customers.

C. You do not have to invest in processes to control the service.

D. Services have a lower total cost of ownership.